As a Pro that is high on the list, I get a lot of single requests for availability who ghost repeated reply messages, yet I still get charged. Can you please make this stop? A customer that does not reply to the pros message should not count as a paid connection. How is this a valid connection for the pro and customer. These should be refunded.
Plus, the Pro should also have the ability to decline requests without being charged because of low cutomer budget or a reason that does not match the pro's needs. Thoughts?
I'm curious if there is a way on your end to link Thumbtack reviews to Google search engine results.
In other words, when someone googles CVP Coaching and my info pops up on the right side of the screen people can see my google reviews and also reivews from other places like Facebook. I would like add Thumbtack to that.
I know that my google reviews show up on my Thumbtack profile.
Is it possible to link them in the other direction?
Do you have any plan to improve "match" on pricing? One thing I didn't want to promote is that I had many clients who was not "matched" with me in terms of pricing. They were all offerring a lot less than I was asking. Thank you.
I agree with this post. I stopped responding to Thumbtack requests in January 2019 because I was not seeing a return on my investment. I am paying too much to just be an "information stop" for a person who probably is not really interested in hiring a DJ. I am finding more success on WeddingWire and Google.
Marco, you made a post on this forum on 11/21/2018 in which you said...
I've read all the questions and comments in this thread. My overwhelming impression is that many Pro's (myself included) are extremely unhappy with the recent changes to the Thumbtack platform and Thumbtack's new revenue model; specifically Search & Promote (and its now defunct predecessor Instant Match).
Based on the comments from Pro's in this thread (and in countless other threads throughout this community) many Pro's are reporting that they are seeing fewer leads and that the leads they receive (and pay to respond to) are of questionable quality, most of their leads never bother to even respond back.
Fewer leads results in fewer customers which results in reduced revenue for Pro's using Thumbtack. That has been the result of the recent changes and it has lead to an erosion of confidence and immense dissatisfaction amonst the Pro's here.
Three questions - pick one, or more than one, its up to you.
The Pro's in this thread are telling you they are getting fewer and fewer happy customers. Do you feel that you achieved your goal of 'getting us more and more happy customers'?
What would you say to the many Pro's in this community who are reporting that they are now less successful (or have even left Thumbtack) as a result of your recent changes?
QUESTION 3:For your Pro's who have lost confidence in Thumbtack, what do you feel are the three most important issues that have resulted in their loss of confidence and how do you plan to resolve those issues in an effort to regain their confidence?
Can I add...
1. Why do I have to pay for a promoted lead when they ask if I'm available, and then never respond, and there is no other way to contact them. It's like throwing money away.
2. Being "promoted" on dates when I have clearly marked my calendar as not available. And after being promoted, paying to decline because of availability.
And if I'm "promoted" I have already PAID for the lead that I'm not available for. How do we stop that?
What are some helpful things you have learned about starting a business that you can share with me/us?
Why do you like keeping us pros in the dark.? In the past you provided much more useful information than you do now, for example, logs of messages sent to and from pros and customers?
@Iclifephotos if you've blocked a date out on your pro calendar but are contacted for that date by a customer you shouldn't be charged. If you do get charged I'd recommend going through our new refund experience which we recently posted in the Community here: https://community.thumbtack.com/t5/Product-news-updates/A-new-refund-experience/m-p/21349?advanced=f...
My question is: With all the dramatic changes in the last 6-7 months, how do you justify the increase in price for a lead contacting us when our odds of getting book have decrease? It is a fact - we went from 1 out of 5 chance with a reasonable cost for the lead - to a triple cost now competing against the entire data base of pros in our field that fit request. I see customers responding to 7 - 8 - 9 pros in some cases. This has significantly increased TT's opportunity for profit - but decreased the opportunity for individuals getting booked. If a customer now gets to see a huge list of possible pros for their request . . . shouldn't the cost to us pros be lower when competition is fierce? I have been told by TT staff that if they contact you the odds of them hiring you are greater because they contacted you. Shows serious interest. Well not if the customer is contacting 9 other pros. And last week I saw two requests come in that were $50 to respond and the customer contacted 9 pros. That's a $450 profit for Thumbtack. I was shocked to see that. It's shameful that TT makes that much profit. I looked back a year ago and that same lead would have been $12. Maybe a cap on how many pros a customer can contact should be applied. Maybe customers should see all that is available but only allowed to contact 3 pros. That would justify increase in prices, make my odds better and make more sense. If TT is allowing a customer to contact as many pros as they like - then the increase in price to us pros is not justified in my mind. Something to consider because I really dislike the fact that I see 7-8-9 pros contacted. There is no need for a customer to be contacting more than 3 pros and TT's profitability should have a cap on it.
I've noted the same thing. Thumbtacks profit is now over the top. Allowing customers to respond to as many pros as they want and Thumbtack increasing the cost triple is a fact we can all see now. My question would be Why not put a limit on how many pros a customer can contact. I cringe everytime when I see a customer has contacted more than 3 or 4 pros at a cost of anything over $20. No lead should ever be over $10-$15 if the door is wide open for customers to contact as many pros as they want.
I hear you. Loud & clear. I've suggested this for 10 years now! If we're paying for a lead then we should have their e-mail address & home number. These leads that we get today aren't cheap!
Excellent questions!!! Looking forward to what the responses will be.
Thank you for wanting to take time out of your busy schedule to hear my and my fellow peers questions, comments, concerns and suggestions. Hopefully you will take time to answer ALL of our questions with concrete answers, and not the vague responses that we usually receive. I am also not interested in winning the $100 credit, as I just want to have a successful 2019 and beyond with Thumbtack, just like the success that I had for most of 2018, until the new system came to be.
With that said, My input is as follows:
Some Pros have mentioned here why are we charged for conversation starters? Personally, those aren't very interested customers, just "tire kickers" or what I call "click happy"
1) For my business, If I'm using Promote, I need to see customer profile, event information and lead cost ahead of time. After reviewing that information, and I decide to reply to customer, THEN charge me. There are many variables that go into my decision making, that all preference settings don't have the capability of providing me.
2) Why was the control of contact put in customers' hands? I was told by Thumbtack that 80% of customers weren't in touch with a Pro, but now with this new system, it seems that 80% of Pros aren't in touch with customers. We pay for the system, not the customers. Therefore, I feel that we should be back in control. We know our business better than anyone else. If Thumbtack is a lead generation company, then provide us with the leads as we used to get.
3) With Promote off, majority of us are receiving leads 150+ miles away. Why is that? As a DJ, I will not travel 150+ miles for a 3 hour gig, where customer budget is under $300. I've expressed this concern with the moderators, on line reps and a rep via phone. Only response I receive is that Thumbtack doesn't know what jobs I want, so it is left to me to pick and choose. 95% of those jobs I pass on. I'm sure that there is way that Promote preferences can be set for whether Promote is on or off. We shouldn't be punished for not wanting to use Promote. The way Promote is currently set up, it's not for every job category, or the way that majority of the Pros conduct their business.
4) Please give back the "customer viewed quote" tool! That was very valuable. I know that Thumbtack wants us to focus on conversing with the customer, but how can we converse with customer if we don't know if quote/message was viewed, or if they even saw our response to their so-called conversation starter?
5) Why are lead costs so high, even with Promote on? Why not set a flat rate for each job category? In my business, a lead can cost $25-$40. With the lead cost high, and if a customer wants a DJ for under $300 because of a personal situation, it doesn't give me much room to work with the customer, when I have to figure in gas, gobo purchase, insurance, etc. And there's no room for profit.
6) I know that we get matched to customers via preference settings, but even that's not perfect! I take into account many variables on a daily basis before I decide on if the customer is a good fit for me or not. Update the preference settings, especially the quotes page. We're supposed to set a prices by the hour, yet in my business, I usually charge by the event, so each job is different.
7) Please do away with the conversation starters. Customers aren't viewing the Pros profiles in their entirety. If they were, we wouldn't receive "What's your estimate?". "What's your availability?", etc.
😎 Also, please give back the jobs as they come in real time, instead of grouping them into 1 or 2 emails. This was another useful tool, now when those grouped emails come in, it's too late for us to bid on.
9) Can our credit cards go back to being charged once per week instead of for every $50 usage? I can reach that $50 in 1 or 2 jobs, and the once per week charge helps me maintain my weekly budget, as I discussed with a rep via phone.
10) Why aren't reviews listed in chronological order from newest-oldest? If I'm a customer and I see older reviews listed ahead of newer reviews, I will think that the Pro hasn't done much business recently. I had one customer contact me as to why reviews are scattered, thinking it was me. I told her that's how Thumbtack does it and she didn't believe me. Please fix the review listing asap.
Thank you for allowing me time to give my input. Looking forward to answers not only to all my questions, concerns and input, but to answers to all of the pros who are commenting here
I’ve been a proud Thumbtack “Mentor/Top Pro/Best Of” – Handyman Contractor for almost five years. However, with each change in your software and quoting procedures over the last few years I get more and more inappropriate job listings. For example; They come through as “Door Repair” (which I do) but they are in reality plumbing, electrical etc jobs that I do NOT do. This is due to your default settings on the customer form and should be a very easy software fix.
Paying Thumbtack more to “Promote my business” is, understandably, not an option as long as inaccurate jobs are sent to me. As a result, even with my over 125, 5-Star reviews I do not show up under the local contractor search, while companies with only two or three marginal reviews DO show up. This is a disservice to both your Pro Contractors as well as to your Customers.
Can you please help me STAY a happy Contractor and continue to provide outstanding Top Pro Services to Thumbtack customers?
Aloha Services LLC
exactly my complaint too !
@MarcoZ If you are going to continue to use conversation starter questions then let me suggest as I have several times in the last few months on these forums & also with Chris a support supervisor who is based out of Salt Lake City, UT. I spoke with him last December. This is the ONLY conversation starter question that is needed in my opinion.
“I've read your profile & your reviews. I really like what I’ve read. Your reviews are awesome! I would love to speak to you further about my event. Please call me at (insert phone number here) or e-mail me at (insert e-mail address here). Thank you”. Heck if I'm paying for a lead after they reach out to me because they like what they saw in my profile & reviews or back in the old days when the credit system was used then why can't we have that leads e-mail address & telephone number? Why play the cat & mouse games?
I've been using Thumbtack for about 10 years now. I've seen every platform. I've made dozens upon dozens of suggestions over those years. It seems like every upgrade that is done benefits Thumbtack & the customers that use Thumbtack. Not the service pro. You'll see on this thread the major disappointments with the latest upgrade where the customer viewed your quote has been taken away. Used to be at one time in the early days of Thumbtack where you were able to see that a lead read your response to them. Promote may work for Thumbtack & the customers who use it. Doesn't work for the service pro. Not in it's present format.
I've said this statement ad nauseum over the years to anyone at Thumbtack who cares to not only listen but hear......Please work with your service pros! Not against us!
That's an excellent conversation starter because it gives those so-called interested customers our contact information. Most don't take time to read our profiles in detail for whatever reason, and this gives them a contact info so not to play that cat and mouse game.
@MarcoZAnother flaw with Thumbtack. I'm a DJ service pro. You have customers out there who have no flipping clue as to what a DJ service charges. On the manual quoting system I very often see a leads budgets under $300 for a 4 or 5 hour Wedding event. See the usual notes in the message. "This will be a small reception" Just need the DJ to make a couple of announcements", etc. These leads dont take into account the prep time & hours that are spent by me planning & organizing to make their event a special, memorable & successful event. No matter how many hours or the number of guests. Other lead sites out there who use the credits system to pay for leads let their customers know up front what they should expect to pay. For example:
How is the amount we pay for a lead determined? Are the leads 'vetted' at all? Anyone can request services on thumbtack, but it seems there are no 'options or controls' to determine if the prospects are serious. As a travel specialist, when will the option be available to list the types of trips we do plan & the states we are not allowed to sell travel in?
I could not agree more!!!!!!!!
Your customer support people are the best at customer service that I have experienced in years. They are patient, seem sincerely concerned and determined to help with my needs. I really want Thumbtack referrals to work for me, however, it seems now when even only 2 minutes go by, a notice pops up saying 6 or 7 pros have already contacted the client or the red bar pops up. I reply as quickly as possible, however, some requests are either real late at night or real early in the morning. It seems that some pros must not work and just sit by their computer day and night. It is good for the potential client & Thumbtack, however, not for the pro. Why is it sometimes it will say that 11 or 12 pros have contacted the client?
Some of the clients - especially Motivational Speaking leads - I have really wanted to contact but 6-7 pros have already contacted the lead. Most leads do not reply to me even though a few will write and ask when I am available, which means I have to pay. Thanks for lowering the prices. 2017 I paid a lot. Any ideas for getting leads to reply?
Have you ever considered just having us pay Thumbtack a percentage for the jobs we get? I think you would make more $ that way.
Have you considered having the leads who confirm hiring a pro pay Thumbtack and Thumbtack paying us? (Did you do that before?)
I have plans for Wednesday night, however, might be able to listen while driving. Will you be sending a phone # we can call? I want to hear this conference call. Thanks for doing such a good job. Summer Simonton, Top Pro with Thumbtack
Here's my question for Marco! When it comes to running Thumbtack, what keeps you up at night?
Thank you for writing this EXACTLY how I would have said it. As a fellow DJ that does primarily weddings I have the same frustration. Customers have little clue as to what the going rate of a given professional is or what it takes to perform the service they're requesting. An educational "snippet" letting the customer know what the range is in their area would be very helpful.
I own a music school in CT Rock House School of Music and use Thumbtack for new students. I am opening a 2nd location and want to kn ow how to keep all my great reviews and ranking for the new school.
With the new way Thumbtack works, I am charged when folks look at my profile. For a professional musician, this is a tough one. Many customers are just "shopping" and not really interested in my skill set. They are looking for a specific style of musician (cellist, singer, etc.) but look at my profile (harpist) out of interest. Also, is there a way to make it so that when I am booked with a client on one date that I won't get any more leads on that date? Some sort of calendar or something. Since it is wedding season I am getting a lot of hits all on the same days. I can only do one job at a time and I hate paying for all these leads that I cn not possibly take.
Lastly, it would be great if we (the pros) could rate (or warn) other pros about "bad clients" - like folks that don't pay. I have been burned a few times and would like to warn other pros about these clients.
Lately I have been having interactions with "Customers" that seem to be very robotic and I am getting charged for these inquiries. Is there anything that cooperate can change so this can be monitored so I am not getting charged for such bogus inquires?
@jcp Give promote a few weeks with the budget you are comfortable spending and I think you'll be happy. Although I'm sure depending on what service you're offering it could be different for you. Promote has been very successful for me. I've booked at least 5 clients from Thumbtack over the last couple of months. Some of the leads are not good, and I just ask for a refund because it is clearly not matching up with my criteria. So overall, I'm only losing money on very few clients.
@TrainerDad Hi! There already is an option for this. If you click on your photo in the top right hand corner after you go to Thumbtack, there is a Calendar button. You can block out any days and times you want to so you dont get requests for those days. Then, if you accidentally do get one for a date you're booked you can ask Thumbtack for a refund. This happened to me yesterday. A customer put in their request that they wanted a photographer March 20-22nd, but they actually wanted someone this weekend when I am booked and blocked as unavailable. So I will receive a refund. Hope this helps!
Hi! I am willing to travel as far as a client will pay me to go for a job. However, sometimes Thumbtack misquotes my travel fee which does not make sense to me since I've already input how much it'll cost a customer depending on how far they live from me. Has there been any progress made to fix misquoting travel fees?