How Are Your Clients Feeling Today?

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Mortgage and Lending with NMLS #216987, IL Lic. 031.0006220, WI Licensed. APMC NMLS #175656 IL Lic 031.0006220/WI
 
How Are Your Clients Feeling Today?

 
     Last week, I stumbled upon an article in the New York Times entitled, "In a Mood?  Call Center Agents Can Tell".  It was quite an interesting article and I hope you have time to "click" on the link to the article above and read it.

     But what I took away from this article was that software, still in its' infancy, is being developed that evaluates and reveals the true emotion of customers or callers during their conversations.  The software performs what is called "emotional analytics".  

     The analysis offered by the software detects if the words being used by a caller/customer match-up with their real feelings and emotions ... or if they are contrary to them.  In other words, if the words they are speaking are portraying their true intent and desires.  And in what capacity or levels they might react to your responses to them at that time.

     My reaction when reading this article?  Simply ... wow!

     While I have some reservations surrounding the privacy issues raised through the implementation of this sort of software (also talked about within the article) ... and how that might be resolved, my imagination was "off to the races" when considering how this might be put to use.  Imagine how it could prove beneficial to Agents and Mortgage Lenders when working with clients, potential clients, and even Referral Partners.       

 
     Imagine if we as professionals could detect and analyze the actual true emotions of those we were speaking to.  Imagine if we could detect and analyze their true intent and desires.  


     Imagine if we could reliably detect and analyze basic personality types.  How that insight could prove beneficial in providing service and advice ... or even showing properties clients would be predisposed to.
 
     But even more mind-blowing could be the usefulness of this software tool within our own businesses and how we present ourselves in public, to clients, or those we work with.  Just think how we could make improvements in our public speaking, our client presentations, responses, and voice communications ... all based on fact and data. 

     Now I'm thinking if emotions and personality can be analyzed accurately and convincingly, that the analytics will lead to changes being made within those very elements of our businesses.  That analytics will show us how to tweak our style of speaking.  Moderate our voice.  Change our choice of adjectives and buzzwords within our speech.  And more ...

     I can see both pro and con to this new software.  It could be used to good advantage or bad.  The negative aspects make me wonder if this software becomes fairly widespread in its application and use, will we ever be able to judge the true level of sincerity or capabilities of any person we are dealing with?  Will we then have to further analyze whether we are hearing or seeing what is their basic behavior and who they truly are?  Or if it is a learned and controlled behavior?

    What do you think?  

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Gene Mundt

 Mortgage Originator  -  NMLS #216987    

                                 IL Lic. #031.0006220  -  WI License #216987                                                                                                    

NMLS #175656

 

Gene Mundt, Mortgage Originator,  40+ years of #mortgage experience, will offer you exemplary mortgage service and advice when seeking:  #Conventional, #FHA, #VA, #Jumbo, #USDA, and Portfolio Loans in #Chicago and the greater Chicagoland region, including:  The #Lincoln-Way Area, #Will County, (#New Lenox, #Frankfort, #Mokena, #Manhattan, #Joliet, #Shorewood, #Crest Hill, #Plainfield, #Bolingbrook, #Romeoville, #Naperville, #Wilmington, #Peotone, etc.), #DuPage County, the City of Chicago, #Cook County, and elsewhere within IL and Wisconsin. 

 

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Topic:
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Location:
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Groups:
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Chicago Area Real Estate BUZZ!
"Whacked"!!!
Bananatude
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Tags:
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emotions
analysis
software technology
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detecting emotion
business communications presentations

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Ambassador
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Chris Ann Cleland
Long and Foster REALTORS®, Gainesville, VA - Bristow, VA
Associate Broker, Bristow, VA

I don't know that you need analytics to know what a person is feeling.  But then again, I was a communications major. It comes through loud and clear in sighs, tone, words chosen and speed of speech.

Oct 18, 2013 05:57 AM #1
Rainmaker
1,229,941
Gene Mundt, IL/WI Mortgage Originator - FHA/VA/Conv/Jumbo/Portfolio/Refi
NMLS #216987, IL Lic. 031.0006220, WI Licensed. APMC NMLS #175656 - New Lenox, IL
708.921.6331 - 40+ yrs experience

I'd say women are far better than men at this.  You just repeated what I hear my wife say often.  But I'm sure there are those that are better "actors" than others and try to disguise things.  Sounds like perhaps this new software may catch that ...

Gene

Oct 18, 2013 06:09 AM #2
Rainmaker
561,964
Women of Westchester Working Together
Women of Westchester Working Together - West Harrison, NY
Women helping Women get ahead

Wow, that is fascinating - both the article and your thoughts/potential uses & implications.  I'm not sure yet how I feel about it. - Debbie

Oct 18, 2013 07:15 AM #3
Rainmaker
707,479
Bill Roberts
Brooks and Dunphy Real Estate - Oceanside, CA
"Baby Boomer" Retirement Planner

Hi Gene, A good salesman needs a good ear. I think it can be learned. What people say and how they say it is very important when you are trying to do business with them.

Bill Roberts

Oct 18, 2013 07:21 AM #4
Rainmaker
1,229,941
Gene Mundt, IL/WI Mortgage Originator - FHA/VA/Conv/Jumbo/Portfolio/Refi
NMLS #216987, IL Lic. 031.0006220, WI Licensed. APMC NMLS #175656 - New Lenox, IL
708.921.6331 - 40+ yrs experience

I agree, Debbie .. it's a double-edged sword.  Use for good ... or use for evil?????

Bill:  Definitely what we've had to rely on in the past.  Can software and technology replace the human ear and our understanding?  Not sure ... and time will tell ..

Gene

Oct 18, 2013 07:29 AM #5
Ambassador
3,803,048
George Souto
George Souto NMLS #65149 FHA, CHFA, VA Mortgages - Middletown, CT
Your Connecticut Mortgage Expert

Gene this is interesting, but I don't know if I want anyone or anything analyzing me in that much detail.

Oct 18, 2013 10:36 AM #6
Ambassador
2,861,862
Anna Banana Kruchten CRB, CRS 602-380-4886
Phoenix Property Shoppe - Phoenix, AZ
Arizona's Top Banana!

Gene I am one of those that 'knows' where people are coming from as I can feel it in their voice and tone....or silence. I don't think software will replace human knowing.

Oct 18, 2013 02:45 PM #7
Rainmaker
2,257,053
Joe Petrowsky
Mortgage Consultant, Right Trac Financial Group, Inc. NMLS # 2709 - Manchester, CT
Your Mortgage Consultant for Life

This is much to technical for me. I operate by intuition when it comes to working with my clients, it continues to serve me well, so will keep doing what works best.

Make it a great weekend!

Oct 18, 2013 09:02 PM #8
Rainmaker
4,797,361
Gabe Sanders
Real Estate of Florida specializing in Martin County Residential Homes, Condos and Land Sales - Stuart, FL
Stuart Florida Real Estate

Gene, there are many times that I can sense the emotional mood of those I've called.  Though, this is an interesting tool.

Oct 18, 2013 09:41 PM #9
Rainmaker
1,229,941
Gene Mundt, IL/WI Mortgage Originator - FHA/VA/Conv/Jumbo/Portfolio/Refi
NMLS #216987, IL Lic. 031.0006220, WI Licensed. APMC NMLS #175656 - New Lenox, IL
708.921.6331 - 40+ yrs experience

George:  Not yet sure how I feel about this either.  Found it very interesting that technology has now entered this realm and level of sophistication.  As with anything, there are good and bad elements of it ...

Anna:  I agree that there are those like yourself that have this "gift".  I think it's what leads you to be in the industry in the first place.  You're a people person.  For others?  Maybe they need this "tool".  I remain cautious about the ability to extract a reliable reading via technology ... but it sure is interesting to read about ...

Joe:  I think our industry is based upon human relationships.  That includes the intuition you speak of.  Amazing to read that perhaps technology can possibly enter into that relationship and the understanding of it.  Kinda makes me dizzy thinking about it ...   

Gabe:  I agree ... interesting.  Reliable?  Not sure.  That remains to be seen.  It's awfully interesting to read about, but in application it almost seems a bit eerie and unfair.  Unsure yet how I'd feel about it being applied to ME ...

Gene

Oct 19, 2013 01:16 AM #10
Ambassador
2,779,008
Dick Greenberg
New Paradigm Partners LLC - Fort Collins, CO
Northern Colorado Residential Real Estate

Hi Gene - We're only beginning to see where this is heading, and I doubt that we can imagine how deeply into our heads technology is going to be able to get.  While there are certainly commercial advantages to this trend, the loss of privacy is the real dark side - we're about to become very transparent and easily manipulated consumer units.

Oct 19, 2013 05:47 AM #11
Rainmaker
1,229,941
Gene Mundt, IL/WI Mortgage Originator - FHA/VA/Conv/Jumbo/Portfolio/Refi
NMLS #216987, IL Lic. 031.0006220, WI Licensed. APMC NMLS #175656 - New Lenox, IL
708.921.6331 - 40+ yrs experience

Dick:   I agree.  While I see the advantages of this type of software and technology ... I also see how it could allow for manipulation and more.  If we could only regulate how it was used ... and when!

Gene

Oct 19, 2013 06:18 AM #12
Rainmaker
1,535,036
Lyn Sims
RE/MAX Suburban - Schaumburg, IL
Schaumburg IL Real Estate

Wow, interesting point of the week here! I think that it would be a good idea to 'guage' the callers mood before the conversation began.  Let's just give an example of calling somewhere totally frustrating & on the final button press you can finally talk to someone live.  Well, by then, you are totally PO'd beyond belief & with good reason!

A red button would light up showing the callers mood (lol) & no one would answer that phone! I guess for customer service it would be a good idea but I would say that most people are so frustrated by the time the phone gets answered they should work on that problem 1st! 

Press '8' if you'd like to murder ComEd or people at the DMV ........

Oct 20, 2013 02:32 AM #13
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Rainmaker
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