Improving Quality of Leads

Boris_Shpitalskiy
Boris_Shpitalskiy Posts: 3 ✭
in Business Resources

Recently the system changed and more AI was added to the platform. At first I was actually excited, thinking this would mean better screening and higher quality leads for all of us.

Instead, I’m seeing the opposite:

  • More minors reaching out with gaming console issues.
  • More Google Voice / masked numbers.
  • More leads where no one answers, no one calls back, and no one even reads the messages.
  • And now almost every PC job is treated as a “qualified” job, even when my profile clearly says I don’t do hardware repair, only simple component swaps and software-related work. I’m not a licensed electrician; I focus on software issues and upgrades.

On top of that, customers are being connected with multiple pros at the same time. It’s not a true direct lead anymore – the client is shopping around and comparing prices – but we’re all paying as if it is. Instead of the cost per lead going down, the total we pay just keeps adding up. Before, I used to get fewer leads but more real customers; now I can pay for 20 leads and maybe 1 person actually books and pays. The success rate is getting worse, not better.

It feels like the system is optimized more for charging pros per interaction than for making sure the interaction is actually meaningful.

So I’m genuinely wondering, as other PC techs and service pros:

  • How are we supposed to “improve” the quality of leads ourselves when minors are being allowed through in the first place?
  • How do we filter out third-party “pros” using fake or disposable numbers?
  • How do we deal with leads that are clearly just price shopping, when we’re still paying full price for each contact?
  • Is there really an effective way to use the platform and get fair refunds when leads obviously don’t meet our criteria?

Or does it reach a point where the smarter move is to build your own website, focus on SEO, and stop relying on a system that seems to be shifting more and more risk and cost onto the pros?

Comments

  • CAdeal
    CAdeal Posts: 1 ✭

    I agree. I have enjoyed using Thumbtack and I’ve met a few great recurring customers but overall I’m spending way too much for leads that are fake, dead ends, no reply, etc….

    The real situation is I can’t continue using Thumbtack for leads if it’s not beneficial and profitable

    It’s not a threat, it’s not retaliation, it’s just business and I cant spend more than I make or else I won’t be able to stay in business

    Thumbtack states they only connect pros with potential customers. If I get a direct lead, and I reply, and then I get no reply back… that’s not a lead. That’s not anything. That’s not a potential customer. I feel like I at least need proof that there’s a person on the other side of the screen.
    Why does it feel like there are other pros out there, requesting my services, just so I get charged for that lead? Is the competition in the landscape industry so fierce that other competitors are trying to run me out of business via scam leads I pay for? Seems unlikely. There is plenty of work in my field.
    So then is Thumbtack making direct leads to send me just to nickel and dime me so they stay afloat? Perhaps.
    My time is limited unless things change.

  • Sherry6
    Sherry6 Posts: 12 ✭

    I've been using Thumbtack since 2021 and most of my leads come from Thumbtack. I was getting great leads. The potential customers was replying back or answering the phone when I would call them. It was very profitable when I started. There is a lot of competition in the cleaning service business. I try to stay competitive with my budget. I hide my business some so that I can build my budget up. The leads now do not even look at my responses or answer the phone. If they do they say they have hired someone or want a quote. And I still get charged. The other business contacted have to pay for the same lead too. I try to respond within a minute unless I'm working. My question is how can we get quality leads again? It would be nice if TT charged the potential clients a fee. Does the potential clients know we have to pay a fee?

  • DerHilfer_LLC
    DerHilfer_LLC Posts: 139 ✭✭✭

    @Sherry6 Thumbtack Users think it's FREE! because Thubtack says FREE a half-dozen times in the process or making an inquiry. I've had a few conversations with customers after conversion and they're shocked as to how much I pay for a User to message me.

    The only things you can do is document everything, analyze the data to find out when you're most likely to win and "hide my business" any time it's not beneficial. I've made a habit of "hide my business" since March of 2025 and it has been a great year. I made as much money in 2025 as I did in 2024 and I spent about 80% less on Thumbtack, which is reflected in my profit margin.

    I tried Bark recently, I see the same low response rate. Thankfully, I didn't pay anything for Bark's four "leads" even though I did make one sale.

    NextDoor Opportunities has promise and unlike all the others, there's a fixed monthly fee. Another advantage of NextDoor Opportunities is that when I respond to one inquiry, potentially dozens of other people see my response.

  • Boris_Shpitalskiy
    Boris_Shpitalskiy Posts: 3 ✭

    @Sherry6 @DerHilfer_LLC @CAdeal

    I really appreciate everyone comments.

    Has anyone ever had 10 to 20 clients come new in a week where you made sale with all?

    The AI refund doesn't have our best interests which is really upsetting after you call costumer service.

    When i started refunds were common then it all changed.

    I am very upset about it.

    This app is failing since this is a hidden fee now.

    No One Ever Listens

  • DustiO
    DustiO Administrator, Moderator Posts: 2,507 admin

    @Boris_Shpitalskiy can you clarify what you mean about the AI refund and about a hidden fee? I would love to see if I can help you, but I am a little unclear on the feedback. Thank you!

  • Boris_Shpitalskiy
    Boris_Shpitalskiy Posts: 3 ✭
    Lets take my recent refund for example.

    First of all I am not in the states and cant work and i get a lead while by business is on hide.

    Second Client sends me a notice on March 22 12:33pm and I reply same day at 4:58PM.

    Third his message
    "Hi I have a 9-year-old (formerly) high-end PC, Intel chip, Sabertooth X99 motherboard. that i assembled my self. It suddenly shut down last night.. and wont boot up. A few days ago, it became unresponsive, while still runnin... (youtube kept playing etc), it booted back up later on. And i was able to work with it. This time… no luck.
    Years ago i had a similar problem caused by a faulty cooling unit, and another time a loose ram after transport…
    ... but now after shutting down last night.. doesn't boot back to windows... it turns on. fans whir for 10-15 secs. but no BIOS boot up, nothing coming on the screen.
    Also i am happy to come to you if you are in brooklyn..."

    Fourth my message
    "Dear Chris my name is Boris your IT Pro Tech I can help you with this situation.
    Currently I got hurt and can’t move for another month.
    I can help you remotely since I see you very hands on individual.
    I would first recommend couple troubleshooting ways.
    I would first buy new crm32 battery
    Second I would attach the screen to your motherboard instead of your GPU.
    Third I would reset your motherboard bios settings.
    If you test them all and non work I would think it’s psu problem and its deterioration.
    No screen display means a lot sometimes
    With psu failure
    GPU failure or cpu failure
    Your friend is motherhood led indicators to help you determine if one of the components is failing.
    Sincerely
    Boris
    You can send me Watsup messages and pictures to 917-443-6933.
    In order to help out with your mother board I would need exact model number.
    Cheers have a great weekend "

    Fifth his response April 6th at 4:19pm
    "Hey Boris! thanks for this indepth answer, i am so sorry I missed this message, all was resolved quite easily, but thanks for offering the help thats very generous of you, i hope you are healing up"

    Sixth some statistical information "Contacted 3 pros • 2 responded
    You replied in 4 hours and 25 minutes. You can improve your average response time by replying within 4 hours next time. This helps improve your rank in search results."

    Seven "Estimated cost $108"

    Eight "Total Lead Price $10.83"

    Nine Lead is .095% of the Job He was in touch with 3 people 10.83*3=$32.49 was generated from this lead.

    Ten This is a bot since he has came to 3 people. Where does he show me how he verified if he older then 18 years old. Verified by number that is not google number and verified his email?

    Then 11 I request a refund no one answers me. There is no follow up who revied my refund. I been out of state since my accident you can clearly see it in my message. I state the job was done when I am not available and the client didn't respond. AI looks at the policy and sees that it been more then 7 days to 15 days and this is my fault. It looks inside the message and doesn't see automatic No but a good wishes message and interoperate it as i got this job.

    Then 12 I get charged no matter what.

    No Matter How Many times I write the reviews no follow up.

    Since you been here from Sep 22, 2020 @DustiO admin your policy's have changed so dramatically that it doesn't give no refund to people who been on this platform as long as you been.

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