Thumbtack Revenue Strategy

Samueldigger · September 22

Some clients tell me recently when they selected my profile thumbtack now makes it suggested to select another 2 or so pros by a click of a button like extra sauce on a doordash order - not cool - used to get only one selected often

EricGilletteDOTcom · September 22

Yes, I agree with you on this. It's annoying that Thumbtack does this, because it doesn't give you the opportunity to handle the customer before they're encouraged to select (in some cases SEVERAL) other pros. I've called customers only to be told that they spoke to someone else (even when it says they only chose me, because they did before being encouraged by Thumbtack to generate more revenue by selecting other pros). I've had to say to customers: "Well, I'm sorry that happened. We pay for the opportunity to talk to you as a customer, and it seems you were recommended to other people before we had an opportunity to speak." It really stinks that this happens. Thumbtack for whatever reason seems to be motivated only by what allows them to generate more revenue. I wish they would consider how it affects the pros when they make changes unilaterally like this.

ArvinC · September 23

Hi @Samueldigger , thanks for sharing this, and @EricGilletteDOTcom , I appreciate you adding another example of what you've experienced.

This connects closely with some of the feedback Eric and other Pros have been sharing in recent conversations around customers being encouraged to consider multiple Pros and what that can mean for lead value and conversion.

I don't want to speculate on the motivation behind how the customer experience is designed, but I hear the concern about wanting a meaningful opportunity to connect with a customer who initially selected your business before additional Pros enter the conversation.

I'll include this thread with the related feedback we're already surfacing around customer pre-qualification, multiple-Pro selection, and the overall lead experience. Thanks to both of you for adding specific examples.

Thumbtack Revenue Strategy

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