@jcp I wasn't a fan of Instant Match either! I've used Thumbtack for 2 years so I've been through a few of the cycles. 5 customers might sound like a little to you, but it's not for me with what I'm profiting. I could up my budget and get more customers I'm sure, but I'm at the same place a lot of people are with still getting a feel for the newness of promote. I hope you end up enjoying promote like I am. 🙂
Hi Marco, what is the main thing that you think will keep thumbtack alive through the years? How will you compete against the similar services?
Is it possible to put an overall cost for a job as oppossed to an hourly rate. For instance if I am shooting weddings, I would like to post a total cost which people could see because otherwise people are choosing me for a bid and I am getting charged and the folks really don't have enough in there budget to make it worthwhile. I am always looking for ways to hone in on jobs that are worthwhile & not getting stuck being charged for a job I don't want.
My experience with Thumbtack is amazing. Their customer service always replies to me. 80% of my business comes from THEIR marketing and getting the customer to me to at least to a chance to showcase my business.
My question is as we all continue to grow your business and mine, are you going to throw in incentives for customers to try the service. Or even incentives and maybe bonus points ($$) for vendors to bid more or get credits for a job well done?
I give excellent service, so the experience with MY business and Thumbtack leaves a customer happy and will come back to try to find other vendors for other areas of their lives. I have used TT for my own home, looking for an exterminator and more.
We all need to keep the customer in mind while building together. Thank you TT.
There are 2 questions that I would appreciate a response to. I have requested clarification of both these areas before and never recieved a response. Please also see my posting during the last on line forum regarding Promoting Services.
1. TT tags some promoted services with a "great value" description. How is "great value" determined and why does TT make subjective judgments about the content of a pro's work without any knowledge of the actual content. In my sector, resume writing, value should be based on cost vs. quality ratios. How does TT arrive at those ratios? Great value tags give some businesses extra promotion by inferring those services are better than others. Without specific qualifiers and metrics presented, this ranking process seems a bit unethical. Please explain your thinking and why this process is fair to all.
2. Reviews Why does TT manipulate the order of reviews on my profile? Again, it seems that TT is making subjective judgements. Reviews should be listed in chronological order to demonstrate to clients the continutity of work and that a pro is currently competitive in the sector. My test prep customers have expressed suprise that my first review is from 2017. It gives the impression that I have not conducted any tutoring since that date. This, in turn, drives down potential hires and affects the bottom line for TT as well as my business. Every pro should be listed chronilogically and TT should not, once again, be promoting winners and loosers according to their subjective analysis of which reviews are strong or weak. If everyone's reviews are listed the same way, customers can figure out who they wish to hire by equal comparison. My reviews are a product of my expertise and performance within my sector. Why does TT have the "right" to manipulate order and presentation of my reviews to "influence" clients?
Thank you for your reflection on and response to these issues.
I would like to attend the live stream session, but my work schedule prevents me from doing so as I have students scheduled for that evening.
I'm a high end service provider, and I wonder what my potential clients are seeing when they view the quotes. Are they comparing on price first, or are they seeing the services I provide?
Agree. I do not hear from possible clients that I've paid in advance for the quote. Are these real requests?
You've awarded me Top Pro in Houston. I assume I am a good customer you want to keep. Until the promoted search feature was launched, I found your service helpful and useful.
But then, your promoted search program was disastrous for my Holiday bookings. For the first time, I received far, far fewer leads than even Gigsalad sent me! I complained bitterly about the precipitous drop in leads (from many the prior year to only a handful) that came my way after you implemented this highly touted program just before my high season.
I asked many, many times (8?) for a call-back from the executive responsible for this program so that I may complain directly to the person whose program caused it, but no executive has ever called me to take responsibility for this. I hear only from courteous service reps that, basically, they are the first line of defense and no exec will ever call me. And no one has.
My question: am I, a Top Pro in my market, not important enough to receive a call from an executive decision maker when the company's actions have negatively affected my business? Will you not attempt, at an executive level, to understand what I, presumably a valued customer of yours who represents your service to the world in a positive light? If not, why?
Why hasn't TT required those in need of services to be a *specific* as possible when requesting work, specifically photography work. Providing a range for their budget helps but for a while, this was removed and then replaced. Why would any pro submit a quote to someone who clearly does not understand what goes in to capturing images and they don't offer ANY number regarding what their budget is? If someone states they can pay this much, I can then decide if this is something I want to submit a quote for because I [KNOW] exactly what they are willing to pay - even a ballpark range helps.
This has been an ongoing challenge and quite frankly why I'm seriously considering leaving TT, it just does NOT lend itself to a pro when they have to pay to *connect* with a potential client but with no idea what they are willing and able to spend.
I was charged $22 dollars and change on a quote that did not offer any range of budget only to find out they wanted Ferrari performance at a Nissan price. The more info the potential client provides, the better off PROs are when deciding to connect or pass on something that is not in their best financial interest.
This is seemingly an ongoing issue and again, I'm ready to depart if this does not improve. [this is ongoing from this time last year]
Since the pricing has risen to the astronomical and all small businesses are feeling financially misused, what do you plan to do to protect us business owners?
There is no way for us to know if a prospective client is a real lead or not. Now in days, scamming is on the rise to an even more complex degree and we have no guard up to shield us. There need to be mandatory buttons implemented for customers to choose after they read our quote. “Are you interested? Yes, No, Maybe.” Adding an additional line that allows them to elaborate if they wish would be great.
We need to know if these people just want to ask 20 questions/window shop or if they’re serious buyers. I don’t want to pay 60 bucks for a browser. It’s utterly ridiculous!
Thumbtack was actually a primary source of leads for TTD but since the changes, my business sales have plummeted. I’ve had no choice but to stop using Thumbtack. I have been waiting with the hopes of new changes that will honor and respect each of us hard-working business owners. Less income, suspicious leads, higher prices equals a lose-lose for us all.
Marc we are counting on you to protect the business owners that have led to Thumbtack’s great success. Thank you for your time.
Thanks for all you and the team do Marco. I appreciate how you are continually attempting to make improvements and offer a better a service. I'm grateful as I have made my living with Thumbtack for years now.Here is my question and it his is not a complaint because I've been able to make thumbtack work for me but I am curious: Would Thumbtack be profitable if it ONLY took finder's fees from actual booked work? (as opposed to charging 5 or more pros to talk to a lead that may not book with any of them..?)Thanks so much.Josh
I echo Chef_Aneva's grievences totally. Since things keep getting changed, my business as a Wedding Officiant has drastically dropped. I usually have around 50-60 wedding booked out for the next 12 months but currently, I only have 29. Seeing that this is my primary source of income, this creates quite a bit of hardship for me and my family. Besides the prices wavering, my biggest problem is that I am competing against 15 other "pros" who most of them do not EVER respond to inquiries with a quote. The better choice would be like it used to be and allow the first 5 pros to respond and then shut it down to others. These "pros" that never respond are not pros, they're hobbyist and don't take the job seriously.
I too have questions on some requests we receive where the person checks in and then responds "Sounds good, what's next?" and then goes into a deep black hole to be heard from never again. But I paid for that black hole response. smh There's gotta be a better way. I've also had spammers that want to send me a certified check...not happening. LOL
Someone is making money but it's not me...well at least not what I used to make. Take a minute and compare what I have paid TT annually over the past 3 years verse what I have paid you the past 12 months. I paid a lot but I made a lot...now I pay a little but don't get much in return. Quality verses Quantity is best. Another wedding site I use, I can almost guarantee that one lead from them will become a contract. Unfortunately they don't provide as many leads as TT does.
Please HELP Marco. Thank you.
I agree with SunsetPhoto. Also the only repsonses I have been receiving is "____ canceled their request" but then I go to the lead and it says they hired another pro. Which is true?? Also, I would love to have the "____ has viewed your quote" response which allows me to hit them up while they are shopping around instead of messaging them while they are busy elsewhere. This tells me they are handling their wedding plans at the time they "view" my quote.
Sync with Google Calendars is a GREAT IDEA!!! Posting to too many different calendars wastes time and is akward at best.
Like many Thumbtack pros, I feel I am spending a lot of money on quotes that don't go anywhere. I feel that the best solution is to only charge pros when a customer marks them as "hired." I mentioned this to Thumbtack customer support in the past, and was told that it didn't really work because customers don't always mark pros as hired. But what if it was a nonnegotiable part of the Thumbtack process? Currently, when I ask a customer to mark me as "hired" I often hear that they don't see the option, or can't figure it out. Couldn't Thumbtack work to make it easier?
Hi, Marco! I have an event on Thursday so won't be able to make the live stream but I did want to ask a specific question. As a "promoted" life coach, I have clients all over the country. I decline so many leads because it would cost between $20-$30 to find out if they are willing to consider coaching online versus in person. If a potential client is not "an exact match" (because they specify traveling to the coach) and they have reached out to us (sometimes specifically), is there a way for Thumbtack to prompt them that we are not within 25 miles and to find out if they would consider coaching via phone or the internet? I feel bad declining without responding but I got hit too many times early on with folks saying no to the internet. Now I just automatically decline. Anyway to tweak that feature? It might get even more business for all of us!
Why isn't there a forum to answer customer's questions faster & cheaper when it's clear they're looking for advice/suggestions, and aren't looking for a specific job?
I've seen requests where the customer is just wanting advice as to whether it's the correct time of year for a certain lawn-related job to be performed. I've had to not respond because doing so would cost the price of a lead. I don't care about making sure the customer knows my company or business X responded. Let us answer anonymously, I don't care. I just want the customer to be serviced and satisfied when they use Thumbtack.
@BrokawLawn This is a great suggestion! All too often we wind up paying for a lead that just has a simple question and has no intention of hiring the pro.
I will say that the other lead companies I work with will give a 100% credit for these sorts of requests.
What are you going to do to protect us as business owners from customers who don't pay or threaten to give a lower review? I've had a couple jobs where I've lost several hundreds dollars because the customer never paid. Thumbtack's response was to only ban the user. How does that help me when I'm out money? I've also had customers where additional material/resources were needed. The response was if I dont eat the cost they will give a lower review because the job 'wasn't done'. How does that incentivize us to spend money on this site when there are similar sites out there?