Justa

@Llamatrack please send this information to support@thumbtack.com as this forum is meant to be a space for Thumbtack pros to connect and share tips & tricks. I am not able to help with any refund issues here.

I would also recommend reading through Thumbtack's terms of use and refund policy so that you can have clearer expectations. You are charged at the time that the customer reaches out to you, and refunds are not issued for non-responsive customers or customers that choose to hire a different pro, etc. Should also note that if a request is closed/canceled, that is done on the customer's end (ie they may have gone a different direction).

We've also discussed the issue of non-responsive customers in a recent CommuniTEA (bi-weekly networking) session and pros in that session had some great tips (may be worth trying some of these):

• Refresh your profile intro once a month using chatgpt, to mix it up and test what resonates more with customers (from @1_gold_hands, a handyman who has expanded to 7 locations using Thumbtack)
• Reach out via the Thumbtack messenger, and then text and call - different pros suggested different timing that works for them like text immediately, call after 1 hr or 2 hrs, etc (several pros suggested this one)
• Leave the message on a positive note and follow up with "nurture campaigns" - reaching out to customers every 30 days/60 days/etc with a refresher message (both @ShaquealThomas and @SOUNIQUE007 use this tactic and have multiple customers hire them at later dates)
• Try a contest/sweepstakes - tell them even if they have used another pro and don’t need your services they can gift it to someone else! But put a deadline on it to add some urgency
  • Another pro mentioned in yesterday's session that he recently started doing this and it worked! He texted and said something along these lines, "I don't want to bother you with a phone call, but I'd like to offer you $25 off of my service if you get back to me within 48 hours." and the customer did!
• Leave on a positive note, leave all of your contact info if they come back later (from @ShaquealThomas)
• Message people during off time like evenings and weekends, when they will have time to respond to the message right when they see the notification, vs if they are at work) (from @AR2i, who has had a lot of success using this tactic)
• Send them a note with all of the services you offer, in case they have already figured out that job, they can return later to hire you for other things (also from @1_gold_hands)