Instant Booking

 Thank you @DustiO … However I do need to push back a bit. I need to discuss the upcoming “Instant Book” feature and share my concerns about its potential impact on small businesses like mine, especially in the home organization and decluttering industry.

1. Critical Client Conversations and Cost Transparency: In our line of work, the initial client conversation is a pivotal step that serves multiple purposes. It enables us to comprehensively understand the scope of the project, the client’s goals, and their unique needs. Moreover, this conversation allows us to convey the true nature of our services and the associated costs. We often find that clients underestimate the time and resources required for comprehensive home organization and decluttering. By engaging in these conversations, we educate our clients about the value of our service and the investment required for their project. After that, they may need time to think about costs, budgeting and if this something they want.

For example, what may initially appear as a simple closet organization can evolve into a more complex task upon closer examination. In such cases, we need to inform the client about the time and effort needed for the job. With “Instant Book,” this educational aspect is lost, potentially leading to clients booking our services without a clear understanding of the costs involved.

2. Customized Scheduling is a Must: Our work varies greatly from one project to another. Each project demands a unique approach and the allocation of the right resources. “Instant Book” disregards this essential flexibility, making it difficult to ensure efficient use of our time. For instance, a simple project like unpacking a small space may be available tomorrow, but a complex task like organizing an entire house with hoarding issues or custom shelving for a garage requires careful planning and product ordering, potentially leading to a later next available date. Without customization, our service quality diminishes, and the client’s expectations may not be met. That’s not something that can be shown on the schedule for a client to decide.

3. Team Selection Matters: Different clients require different approaches, especially when dealing with sensitive situations like hoarding or mental health challenges. We need the freedom to assemble the right team for the job( which means different available dates for different clients!) The aim is to provide the best possible service, ensuring both client satisfaction and the wellbeing of our team members. For instance, if we have an available slot tomorrow, it may not be suitable for a more complex job like a hoarding situation. In such cases, we need to put together a team with the necessary expertise and sensitivity. “Instant Book” doesn’t allow us to make these essential decisions, potentially compromising the quality of service.

4. Geography and Timing: Managing our team’s locations and scheduling gaps is vital. We often work across different areas, and “Instant Book” doesn’t consider this, potentially causing scheduling conflicts. For example, a project on one side of town in the morning can’t seamlessly be followed by another on the opposite side in the afternoon. Our ability to serve clients effectively depends on thoughtful scheduling, which “Instant Book” may disrupt.

5. Minimum Work and Deposits: Our business model and the nature of the job itself relies on established minimum work durations and deposit requirements to ensure client commitment. “Instant Book” may lead to bookings that don’t adhere to these standards, causing an array of problems and operational issues. Clients who haven’t fully committed may cancel last minute, disrupting our schedules.

6. Cancellations Need Flexibility: A mere 15-minute cancellation window is insufficient and almost disrespectful. Clients often need more time to make decisions, which “Instant Book” overlooks. It’s unrealistic to expect clients to make split-second decisions that could impact their schedule and budget. Not only that, but many clients do not reply or open the messages for over an hour!

In summary, small businesses like ours require the flexibility to provide personalized services to our clients, educate them about costs, and manage our operations effectively. The forced introduction of “Instant Book” threatens this, potentially harming our ability to deliver quality services and maintain our client relationships.

Furthermore, the substantial increase in lead costs without guaranteed conversions adds financial strain to small businesses. If anything, potential clients that use instant book should be required to pay whatever deposit the pro sees fit to book. We hire Thumbtack to connect us pros with potential clients, but such a cost hike raises concerns about the value we receive for the thousands or tens of thousands that we spend yearly.

I kindly request you to reconsider the mandatory implementation of “Instant Book” and offer options that respect the diversity of services. Let’s maintain the platform’s original intent: connecting professionals with clients and letting us handle the rest.

Thank you

If it so good why you need to force it? I work in appliance repair. I worked as employee for long and I work on my own and I know for 100% that this is the only way you can provide quality service for reasonable price. I can’t afford a dispatch or any other office worker to do all integrations and make sure we are in 15 minutes window. I either driving or making a repair/diagnostic. Yelp long time worked for companies who has a multiple techs only. Now you decided to clean up your site from self employed people.