New Contest - Use Thumbtack as a Customer!

Community Manager
Community Manager
3 70 6,292

Spring has finally arrived here and I’m so happy that the snow is melting! As the snow melts, I am reminded of all the things I need to do around my house.

This is a great time to try Thumbtack as a customer (if you haven't already). Do you need some spring cleaning done? Maybe it's time to get those branches and leaves removed from your gutters. Or perhaps this is the time to get your air ducts cleaned. I just hired a Thumbtack pro to clean all of my tile/grout.

Using the platform as a customer offers SO MUCH insight to a pro. It helps you improve your profile, because you can see what makes other pros stand out.  And it helps you improve your communication with potential clients, because you can see what type of communication you value most.

We would love to hear about your experiences as a customer, and we want to give away $250 to one of you!

To enter the contest:

  1. Find and hire a pro on Thumbtack.
  2. After you’ve hired the pro, reply below and tell us:
    1. What type of pro you hired and what job you had done.
    2. One #LoveIt (something you enjoyed about your experience as a customer) OR one #CouldBeBetter (something that you think we could improve upon).
    3. One thing you’ll do differently as a pro now that you’ve seen the customer experience.

Our team will read about your experiences and pick a favorite.

TERMS AND CONDITIONS APPLY.

70 responses
Community Manager
Community Manager

Hi @tlittlej thanks for reaching out. Just to clarify, these are legitimate projects that pros are getting done, this is not research for Thumbtack. The idea is that using Thumbtack from the customer perspective gives you insight into how to better use it as a pro. I have been a Thumbtack pro for almost 5 years, 4 of those before I came to work here. I have also used Thumbtack several times as a customer - from hiring a personal trainer, to having my website built, to getting tile and grout cleaned. Through each of those experiences I learned something that I could improve upon as a pro - like changing the way I scheduled with potential customers, or tweaking my responses, because I liked what I saw in other pros.

Thumbtack has changed a lot recently, so if you've been gone for a while, you should check it out again --- we know it isn't perfect, but it is getting better every day, thanks to feedback from great pros like you! If you have more questions or want help with anything, I am happy to help you! Feel free to send me a DM.

Thanks!

Community Expert

I will not use Thumbtack to hire another Pro. Why? Because I know that some Pros may be Promoting and will get charged for conversation starter(which isn't fair to them) and that has been my biggest argument against Promote, which @DustiO you know from our conversations, as well as my communication with @Meckell .

But may I also add, that I have searched Thumbtack as a customer, and there are so many flaws. I'm making a list again as well as another list of flaws from the Pro side(at least the DJ side which affects me and my fellow DJ Pros) which I will send to you, or is there someone else I need to share it with?

Community Expert

@DJStevie apologies if it wasn't clear, but this contest is for pros to use the site as a customer and who are hoping to see their project all the way through to completion. That way there's no unnecessary contacts or charges and everything is legitimate. If any pros here have misunderstood and contacted another pro when not actually serious about their project please let us know and we can take care of it. If you have #cbbs that you've noticed from the customer point of view feel free to share those here. If you have feedback from the pro point of view please share those with us directly or in another thread that's more related. 

Community Manager
Community Manager

@DJStevie As a well-informed pro, you understand how the process works, and wouldn't be using any quick replies or reaching out to pros if you weren't interested, I would hope! As you know, pros are not charged for you to look at their profile - you can look through profiles and if there is a pro you are interested in hiring, then you can reach out to them. Hope you give it a try.

Thanks!

Active Community Member

I hired a lawn care specialist to do my lawn twice a week until October.

#LoveIt One thing I loved was being able to review a lot of profiles and then personally reaching out to them to check their availability.   I was able to read all the reviews and then decide as opposed to sending out to all and awaiting responses.

 

I wouldn't do this differently as I am already doing it.  Pros need to  RESPOND.  I asked 10 Pros and only one responded.  That one got the job because he responded within 24 hours.  It's been a week now and the 9 others haven't responded. I wouldn't hire any of the others at this point as they have proven their lack of customer service.

Community Expert

@DustiO 

No disrespect, but I will not use Thumbtack to hire another Pro for reasons previously stated. I will, however, continue to search it as a customer to see why customers may not be reaching out to me. Many discussions recently have touched base on it, but I will have my own conclusions soon.

Active Community Member

@DustiOI was responding to MrChris because as he stated "I was just trying to get an idea of what other Thumbtack Pros were charging" and that in fact does cost pros money, unless it was during your system where we didn't get charged until they messaged.  I stopped using your site after I was charged $51 for someone asking me what I do, if they could see my work, and if I had a website.  Things that should've been accessible to them because my profile was complete.

I also used as a customer to find a second shooter for a wedding and had to go through the same security.

With that, I'd never return to use this site in any capacity because of the horrific changes and the fact you don't have Pros, the people who actually pay for your service, in mind.  The changes I've seen have been for the betterment of customers and your eye catching commercials, but as a Pro to see this and then be mistreated, underserved, secretly charged, and then lied to about "our feedback being heard" you've missed the ball morally, but financially as a business, you're winning which we know is the most important thing.

Community Manager
Community Manager

@JimInDallas Thank you for sharing! I have also hired a lawncare professional on Thumbtack. I love LOVED having someone do it for me. Last summer we bought a lawnmower and now we make our son do it - so I'm still off the hook!

Community Veteran

Dusti,

I would use Thumbtack as a customer but probably not in the way that the vast majority of Thumbtack's customers use it.

As a Pro myself I know that any Pro I reach out to is going to have to pay to get my lead so I'm not going to waste another Pro's money and time with some vague notion of a vague job that I may or may not want done maybe sometime whenever.

Before I start using Thumbtack as a customer I would first decide on precisely what I want done, when I want it done and roughly what I'm willing to pay. With those things in mind I know that when/if I find the right Pro I'll be in a position to hire them. Most customers that use Thumbtack don't do take the time to do that which is why Pros receive so many 'ghost' leads.

I'll reach out to ONE Pro, just one, not two or three or four like customers usually do. I'll choose one Pro with good number or RECENT VERIFIED REVIEWS, a decent number of hires and an informative profile that gives me a clear picture of what they're about and their level of professionalism.

I'll see if/how that first Pro responds and give then a few hours to reply. If they reply and I like what I hear and the price is right then I'll hire them. If they don't reply or their reply is lacking in some way then I'll politely thank them for their time, move on, select another Pro and repeat the process till I find a Pro that fits the bill.

I certainly wouldn't bash out a bunch of requests knowing that each one of those requests is costing the Pro at the other end real money. I know what its like to be contacted by countless leads who don't reply and don't end up hiring anyone on Thumbtack. 

My category was never busy, it's a niche market. I know some of my competitors on a friendly basis. Thumbtack isn't working for them either. I only have to look at all the quotes I've sent over the last few months which were either 'ghosts' or went cold on me. Hardly any of those leads ever hired another Pro on Thumbtack. Hardly any of them. Think of all those leads and all those Pros sending quotes and the vast majority of the time no Pro ever gets hired.

That tells me all the fellow Pros in my category are either...

(a) the most dysfunctional bunch of Pros you've ever met in your life because all of us combined can't turn a fraction of the leads that we receive into actual hires.

OR

(b) most of the leads that we are getting from Thumbtack really don't know what they want, don't know what they want to spend and don't have a serious desire to hire anyone or reply to Pros that respond to their requests. If they did then overall I would see more of the leads I quote on getting hired either by me or one of my fellow Pros.

Regards,
Laurence.

Active Community Member

Just last week I posted a request as a customer through Thumbtack.  I have three legitimate projects ranging in value from $150,000 to $600,000 looking for builders.  I guess I thought I might receive a few more quotes than I actually did.  The post has been up for over a week now and I have not received one single response.  I'm guessing the reason is that Thumbtack has increased their prices to pro's by nearly 600% for bidding.  Another reason might be that "ghosting" happens to nearly 75% or more of the quotes that pro's do put out, which leads to high expense, no income.  I'm thinking that maybe pro's are just plain tired of spending money on quotes and not getting anything in return.  They dont get hired, they dont get any valuable feedback from the system to help them analyze their approach, and they dont get any real support from Thumbtack.  But hey... they do get leads, and they should be happy for that.  After all... that's what Thumbtack is in the business of doing....sending leads, regardless of the value.  Overall, in an effort to "keep it relevant", I had a fantastic experience with my posting to Thumbtack as a customer.  I would do it again just for kicks....  😉

Community Regular
I hired a CPA for tax preparation.
#CouldBeBetter: I've used Thumbtack as a customer before this, and for me Instant Match was probably the best experience. Looking through people's profiles made for a bit more work. As a pro though, I have appreciated being able to look through people's profiles to get more of a feel for the market.
What I'll do differently: not count on people visiting my website, as I didn't visit the tax preparer's.
Community Manager
Community Manager

@djjoune Thank you for sharing, and thank you for the great feedback!

Community Manager
Community Manager

@mmhylton Thank you so much for sharing - glad you were able to find someone to help with your taxes (which reminds me, I need to do my taxes SOON)!

Community Veteran

I tried to find an appliance repair person. The list of people were nowhere near my location, for the most part. I reached out to one, who declined instead of responding. The interface was confusing and I couldn't find my original message to copy and paste into the interface, to send the details to other "pros". All it would actually let me do was select more pros. I selected 2 or 3 others, from the list of people that, for the most part, had absolutely nothing to do wiith appliance repair... such as a cleaning lady, a house painter, and a tree service, to name an irrelevant few. Well, those three also failed to respond in any manner. Giving up, the microwave was thrown out and replaced with a new one.

Community Veteran

@DefiningImagery 

This is a symptom of the new promote system. My wife has run into this quite a bit, and now that she is wise to the promote feature she has found that if she moves down to the 4th or 5th pro on the list, the relevance of the pro as compared to the need increases by a large amount. Promoted Pros are given top billing to outsmart the unsuspecting customer who wrongly assumed that the system ranks pros beginning with number 1. This is why most companies in this business put the word Ad or Promoted on those listings so that they are honest with the customer as to what really is going on. Not telling the customer the whole truth as to what they are seeing, or at least withholding full transparaency is an issue and as more and more customers figure this out I am sure the amount of repeat business will suffer.

Community Veteran

I actually am the most qualified, highes trained, legitimate, licensed, insured, pro in my genres and appear at the top of the list, so your statement isn't actually always the case. 🙂

Community Newcomer

Hired an accountant. I was happy with him, but the charge was more than quoted and expected. I continue to use him, but will probably try to over time take over more of my bookkeeping on my own wit software, and get it done cheaper by having most numbers already calculated. 

Community Newcomer

I hired a computer repair person in my town of Newberg. He was late, charged me for an estimate, when it said call for a free estimate. He did diagnose the problem. But I didn't want to install windows 10 to my PC due to my computer runs a lot of programs that only operate on my windows 7. So now I am at a crossroads to repair or not to repair that is the question. He said he was busy with other projects, & when I'm ready to give him a call.

#Fair experience #Not efficient use of time #Didn't feel like a priority  #Paid for estimate

Community Newcomer

I just had a front door install completed. I have to tell you it is an amazing job. Jon Bragg did the job. My front doors were 32x80, and there were 2, so basically He did a custom door and then installed.

The job was amazing, am so pleased with the results.

Community Manager
Community Manager

Hi everyone! Thank you so much to all pros who participated in our latest contest - Using Thumbtack as a Customer. We had lots of great submissions and it was tough to choose just one. I loved hearing so many stories of our pros connecting with other pros, and getting stuff done! I also loved hearing about everything that our pros learned from the experience, to become better themselves. Feel free to share more stories and keep the conversation going!

Congratulations to our winner, @Shuddrbug1! We loved your story about your experience using Thumbtack as a customer, and what you learned. It's so important to be upfront with clients, in order to create a good experience and hopefully create lasting relationships that can lead to more business in the future.

Thanks again to everyone for participating! We'll have more competitions in the future, so if you didn't win this time, don't worry! Stay tuned for another opportunity.