Customer accountability

SolidSolution

I’m not sure if the customer knows that we get charge for leads or a disclaimer telling them that, but we have customer chooses 5 vendors.

ArvinC

Hi @SolidSolution , thanks for raising this. I understand the concern, especially when a customer may be comparing several pros for the same project.

Customers aren't shown what an individual pro pays when they reach out. We want customers to feel comfortable exploring their options and finding the right pro without feeling responsible for a pro's marketing costs or that contacting a pro creates an obligation to hire them.

One way to think about it is through other forms of advertising. Businesses have costs associated with finding new customers, whether that's through Google, Thumbtack, or another channel, but those costs generally aren't presented to customers as part of their decision to contact a business.

For pros, I recommend looking at your Thumbtack spend in terms of your overall return on investment rather than the outcome of an individual lead, and adjusting your lead prices, budget, and preferences based on what makes sense for your business.

That said, I understand the concern you're raising about customers contacting multiple pros, and you're absolutely welcome to continue sharing that feedback here in the Community. We'll make sure feedback like this gets to the appropriate team.