Thumbtack Research: Remote consultations can (put you to) work.

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We have your back. And one of the ways we’re showing it is by sharing the pro and customer behavior we’re seeing at a high level. Remember that your health and safety come first. Exercise caution, and always follow the latest CDC recommendations and comply with all laws and regulations applicable.

 

Just like you’re getting savvy in adapting, customers are as well. Our research team has been in touch with customers all over the country and here are some main learnings from what they’re hearing: when the world feels out of control, there's a lot of comfort in getting something done. Customers share the same safety concerns as pros and are still willing to make the adjustments needed to get their projects completed. Note: These findings are very early and from the week of 3/16. We’ll keep sharing with you as we learn more.

Quick takeaways for pros in categories allowing remote work: 

  • Mention remote consultations are available on your profile and in your first message to customers.
    • For example, tell customers if you can give them a quote for the job (or even do the job!) with a phone call or a video call.
  • Use some of the findings below as ways you can explain the value of remote consultations to customers.

 

Remote consultations have the potential to satisfy some customer's needs.

  • “Oh, interesting! Why is [remote consultations not available now]?! It’s better than email. I can show someone the problem instead of describing it because I have no idea how to describe plumbing.” - Thumbtack customer

Remote consultations are particularly useful as we practice social distancing, and also a valuable service to customers under normal circumstances.

  • It can help the customer understand if they need to have someone over immediately, or it can wait. This brings peace of mind.
  • If the job can wait, it might be prudent to schedule the job when there is less of an emphasis on social distancing

You may be able to coach customers through some jobs. Some considerations for a remote consultation for this type of job:

  • Establish expectations with the customer upfront:
    • If you can coach a customer through the job, make sure the customer is comfortable paying for this service.
    • What’s the next step if the DIY job doesn’t go as planned?
    • Size and complexity of the job matters. 
    • Does the customer have the right tools and parts?

How do these learnings compare with what you’re seeing in your day-to-day interactions with customers? What have you been hearing? How are you addressing their needs and concerns?

If you put some of these suggestions into practice, be sure to let us know how you made customized them for your business and what the results were.