If you force your potential customers to divulge unnecessary personal details, you run the risk of alienating them and probably losing them even if they have been your customer before.

The motorcycle we use is nearly 20 years old, so we were looking around for a new one. It makes a lot of sense to purchase it on loan, so I looked around for banks that offer two-wheeler loans. As I had already availed of a car loan with HDFC (www.hdfcbank.com) and felt quite satisfied with their service, I went to their web site. Sure enough, the biggest promo on the home page was for two-wheeler loans.

Satisfied, I started filling their online enquiry form and had nearly completed it when I saw a field for my mobile number. Now, I don't like handing this out to all and sundry so I ignored it (it wasn't shown as a required field) and submitted the form. But, the form wouldn't let me do so without entering my mobile number. After a few attempts, I just trashed the whole thing and left the site.

HDFC forcing mobile details

To some, it might seem I am paranoid. Perhaps I am. I believe one's mobile number is not to be bandied about lightly. There needs to be a personal space that no one can invade at will.

My decision was not helped by the fact that although I have a Reliance Mobile, I used to get spam SMS messages from HDFC. I had given them my number for official purposes, but they started sending me messages without my approval until I signed up for their 'Do not disturb' service. I have no doubt that if I had given my mobile number and not availed of the HDFC loan, I would have been spammed with SMS messages once again.

I have now decided to go with their competitor, ICICI Bank for the two-wheeler loan.

Morals of the story, for any company that cares to listen:

• Don't spam your customers
• Don't force them to divulge personal details even for simple enquiries. You might lose potential business to a competitor.