Thumbtack needs to educate customers that they charge pros

gracecompletepm

I have ran into this so often while using thumbtack.... I'll get a lead, and it's $112 and the customer contacted FIVE pros!! I'm sorry, but they shouldn't be able to contact more than 3 tops, unless they are unsatisfied with the first 3 pros. And I've said something to customers, especially with the ridiculous mandatory instant book, about the charge for the lead, and they had no idea that thumbtack charges us pros for the leads. I think thumbtack should let customers know that they need to fill out the job requests accurately, because they charge pros based on their answers. I've had 1 say 10-20 lights, and then they only wanted 5 lights, and the lead cost $75, and the job only made $250 total. Where is the avocation for the pros here? It seems like it's all about the customers, but yet, thumbtack makes all their money off of the pros... shouldn't we be the ones that they want to keep happy???

Awen

Yes, folks that are "shopping around" getting estimates should be limited to 1 if you ask me. Most of us post our pricing I don't know why folks are still doing this unless Thumbtack isn't putting our pricing in front of their faces BEFORE they contact us. Thumbtack WILL use your entire weekly lead budget even if they have to double up leads and it reminds me of my terrible experience with Angi.com…

Unknown

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DustiO

@Awen Completely understand the frustration (as a previous business owner myself). Customers do see pricing up front, and they are limited to 4 pros within the first 4 hours (I think that's the time frame). Thumbtack is focused currently on better educating customers however, often customers (on or off of TT) do want to get multiple bids for a job. I would be sure to be clear in your initial message about what makes you stand out from other pros. I would also check your Max Lead Prices to make sure you have those set at a price where you feel comfortable. You can always play around with those and see how it impact lead volume (it looks like you have already done this, though). If you are ever able to attend our bi-weekly networking sessions there are a lot of pros who have great advice when it comes to standing out, winning the job, or getting to those unresponsive customers.

Awen

Thank you for the information.

Whatgoingonhere

For a direct lead that a customer picks after searching through thumbtack and picking your business and you pay that direct lead automatically, the customer should not be offered two or three additional pros for quotes to access more direct lead payment. They should be dealing only with who they originally picked for a so called direct lead. If you give them three more pros as an option then that should be placed in an opportunity lead not a direct lead and the pro that wins the job should only be charged. Pros lose the incentive of being a target pick from the client and loses the incentive of paying automatic for leads, at the same time they separated themselves from the competition with there profile and reviews to be picked as a direct lead and should not have thumbtack tell the customer here are a few more pros would you like to send your request to these pros. What's the point of a direct lead. Makes no sense. One more point why can't thumbtack let the clients know that pros get charged for them requesting estimates and when they respond. Better yet why can't you charge the client to receive a few pros to quote and the pro only pays for the lead if he signs the job. Makes no sense it about thumbtacks bottom line. It's ridiculous.

Biggulp

@DustiO "Completely understand the frustration (as a previous business owner myself). Customers do see pricing up front, and they are limited to 4 pros within the first 4 hours (I think that's the time frame)."

Where do customers see the pricing of contacting a TT Pro upfront?

Whatgoingonhere

Clients don't see pro lead cost up front when requesting an estimate. That is the main reason why it's not a qualified lead. I think if they saw a message that please be advised Pro to get charged an upfront fee before continuing to click yes please send my job to 4 more pros. They may only choose to go with the one pro they originally selected and elect not to have 4 total pros give estimates because that pros profile and review already sold the client. If thumbtack says well clients usually want 3 quotes, they should have the client not hire the pro and have them pick a new pro. Or the one who wins the job gets charged the full price for the lead not all 4 pros. There has to be someone to make this work. One more thing if a pro is one that has multiple services in different categories maybe thumbtack should only cut a pro off from that one category only till its paid otherwise, we lose money as well as thumbtack. Example kitchens and bathrooms leads are high cost and sometimes takes a pro time to pay that for let's say 3 leads especially if he didn't close any jobs, but currently his account is temporarily closed for all categories until paid. I am suggesting if I do kitchens and I get a lead for $300 but didn't land the job if my budget is low for that month or week, we can't sell other jobs like tile, countertops, etc. other smaller categories because kitchen and bath took the whole budget with no sale.

Whatgoingonhere

One other thing, I use to like to have access to view opportunity projects when my temporarily off till leads were paid to see what was out there and usually made me move money to make that payment much faster when i saw new Oppurtunites.

DustiO

@Biggulp they will see the price that the pro would charge for the job, if the pro has entered their pricing information. We do not show customers up front what the pro is being charged (if that is what you meant). As with any marketing engine, there is a cost to customer acquisition, and I don't think I have ever seen anywhere where I am told up front that the one advertising their service is being charged, but I can understand how this is frustrating.

@Whatgoingonhere to make sure I understand, are you currently not able to see opportunities when you log in?

kristipritchett3

I am struggling with this as well when it comes to direct leads. I’m also not understanding if it really matters if you are less competitive or more competitive with wat you pay per lead I’ve played with the numbers and it seems I still get the same amount of leads as before. Thumbtack really need to change the way they charge pros for the bids and let the customers know the pros pay when they request estimates

Whatgoingonhere

@Bbigulp it is different new way of marketing on lead platforms it's not the same so shouldn't be treated the same. If I build a website or place ad in the classified and that is the cost of consumer acquisition because the customers chose me through my website or my phone number. I pay once if I don't sale the job my website and ad is still there, and I get as many leads as possible for that one-time cost. If you're saying it's the same, now ask yourself do you think it right if the newspaper had 4 pros pay for same classified ad and the client only picked one out of the 4 but every pro gets charged for that one lead. I think pros would complain. Its double dipping or more, you should only be able to charge the pro that the client chose. Be for now we have to live with how these lead companies do business until it starts to affect your business, or you get regulated. The client should know pros get charged if they respond because they feel its free for them so they will get as many estimates as they can, even though they know who they picked in the first place is the one they are going with. I can tell when a client chooses me but I am sure the other pros had to pay too. I also know when a client has chosen someone else direct because they rarely respond or ignore your estimate. Theres no communication because they set their eyes on the ones profile they already picked first.

@kristipritchett3 I agree changes won't happen until more pros raise the issues, lots of them wont because there are lots of them that aren't even properly licensed or insured.

DerHilfer_LLC

@kristipritchett3 "more competitive"/"less competitive" is Thumbtack's way of getting you to pay more for Inquiries. When you get an email that says you're less competitive, it just means some other Pro has agreed to pay Thumbtack more. Just ignore the emails and follow the data. If you're making money, leave it alone. If you're not, change something.
I have spent far too long trying to optimize this service only to have it working great for a few weeks and then Thumbtack changes things to make me less profitable while making them more profitable.

And thus, I've spent about 1/5th as much money on Thumbtack as I did last year since I'm not making money on Thumbtack anymore. I have $17,000 in my pipeline right now. I have 500 customers in my database. I have customers who call me for virtually anything related to their home. I have a network of great people to serve those customers needs I can't provide, even though I often refer those other contractors for free because I know they'll refer me to their customers for free.

#LifeIsGood!