How to answer 'send me the details' from a loan or investment enquiry

"Business loan, send details." It arrives on a Saturday afternoon from a number you do not know. The easy reply is the scheme PDF and a rate table. Do not send it. Reply quickly with three things: what you understood, up to four questions only the person can answer, and a time for a short call. A sheet sent first lets the sender compare you with five others on one number, and a small office may struggle to win on rate alone.

What happens when you send the sheet?

Take an invented trader in Rajkot who sends that message to a loan office. The officer replies with a full PDF. The trader forwards it to a cousin who works in a bank, and by evening a competitor has sent a lower-looking figure. The officer never learned why the trader wanted money, how soon, or what was already borrowed. Neither did the competitor, but the competitor's number was smaller.

"Send details" is often not a request for details. The real question may be "can you help with my problem, and are you someone I can deal with?" The sheet answers neither.

The next Saturday, with a different trader, the officer sends the reply below instead. The trader answers that stock money is needed before a festival season, and they speak that evening. The rate comes up in the call, after the trader knows who is on the line. It does not always end well: on the call the trader says another lender has quoted less, and the officer has to decide whether to match it or let the file go.

What does the reply say?

Three parts, in this order: confirm what you think the person wants, in their words; ask a few easy questions; offer a call at a specific time and say how long it takes.

Hello, thanks for writing. Before I send anything, four quick questions so I send the right thing and not a pile of papers. What is the money for? About how much? How soon do you need it? And do you run the business as a proprietor, partnership or company? I can also call you at [a time you can keep] for five minutes if that is easier.

It is short, polite and asks for something small. Someone who answers has started a conversation.

Which four questions do you ask?

Ask what would change your answer, not what would fill a form.

Do not ask for identity numbers or papers in the first reply. That comes after the person has decided to talk. Rules on what you may ask and say in a message differ by product and body, so keep your compliance contact's advice in writing.

What if they answer one question and go quiet?

Treat a partial answer as progress. Reply to what they gave, and ask the next question only.

Thanks, that helps. Stock money for the season, then. How soon do you want it in hand?

If a day passes, send one note that adds something, such as a paper they will need whichever lender they choose. One reminder with new content is useful; five are noise. Our post on following up without annoying people has the rest.

When is it fine to just send the details?

Two cases. One is an existing customer asking about something you already handle. The other is a specific question the sheet answers, such as "what is the tenure on this scheme?" Answer that in one line, then ask your first question.

And accept that some people want only the sheet. If they refuse every question, give one useful line that answers their need as far as you can, say you will check back once, and leave it. Do not push for a call.

When should the scheme sheet go out?

After the call, and chosen to fit. If the trader needs stock money before a festival and wants it soon, send the page for that product and the list of papers. Skip pages for products that do not fit. A short attachment shows you listened.

The same holds for a mutual fund enquiry: do not send a fund factsheet because the person typed "returns". Find out first whether this is a first investment or a seventh.

How do you stay fast without sounding like a machine?

Save one first-reply text per product on your phone, with a blank for the name. Fill the name and one detail from their message, then send. This takes less time than finding the PDF and sends something better. Do not copy the same text word for word to the same person twice.

If two people in your office answer messages, agree who replies. One named person should hold the thread from the first message to the last. The wider picture for lenders and advisers is on the financial services hub.

Test it on your next ten enquiries

Take the next ten "send details" messages and answer each with the three-part reply. Note how many answer, how many book a call and how many go cold, then compare with your last ten. If you want help writing first replies for each of your products, see the enquiry response starter or tell us what you need.