How many times have we heard that we only pay for a lead if the customer responds? That is not an accurate statement.
In truth, you are charged immediately for the full price of the lead.. if the customer does not respond, you might be issued a "promotional credit", but you still pay.
If what they were saying were accurate, the charge to your card would be refunded. That is not what happens. I'm sure this is all clearly stated in the TOS, but it is so very misleading when they tell us, "you only pay for leads when they respond".
*title edited by moderator on 2/12/2020 for clarity*
@GeorgeH to be clear. The times that a pro will pay for a lead are as follows:
A customer comes to Thumbtack and puts in a search for their project. They then sort through and choose which pro(s) profile to click on and reach out to directly. Due to the customer taking these actions and expressing enough interest to do so we constitute it as a lead and will charge the pro for that connection either through promotion, or if the pro accepts the lead on their own if they are not promoting. In this instance, we know that some pros have expressed some consistency in customers not returning to the conversation. It's something that we're working to solve for and hopefully prevent from happening as often.
The other is that the pro sees a job in the Opportunities that they really think they could be a good fit for. These jobs are ones where the customer has reached out to another pro directly, but you may want to throw your hat in the ring to express interest. If the customer chooses to respond to your quote then you'll be charged.
They then sort through and choose which pro(s) profile to click on and reach out to directly.
@Kameron- if a job poster reaches out to a Pro without first looking at their profile to see if they are a good fit, will the Pro (if they have Promote enabled) still be automatically charged?
@Lar if a customer reaches out to a pro through the search results and that pro is promoting, they will be automatically charged, yes.
When a job poster does a Search and selects a Pro and reaches out to that Pro they enter their job details. At the end of that process the job poster is presented with 3 other Pro's that he can 'tick' to also reach out to.
If the job poster 'ticks' one of more of those 3 Pros at this point will those Pros who are using Promote automatically be charged?
If the job details in the completed questions are a match for the promoting pros preferences, they will be charged. If there's something that's not a match, they will get the lead but it will be a be one that they can accept or decline without being charged.
So, if a job poster ticks you as one of those 3 Pros, and their job details match your preferences, and you are on Promote then you will be automatically charged even though the job poster hasn't actually seen your Profile.
Is that correct @Kameron?
@Lar correct, and certainly a fair point that you're making. I know this is something you and I have talked about before and your feedback on this subject is something I've made sure to share.