Ok, so if someone sends you a message and they're not able to afford your service, or if they have unreasonable requests that you cannot accomodate, then they are entitled to leave a negative review?
That seems like an extremely flawed process, and only hurts those who pay for the Thumbtack service - the professionals. And it does not give the customer an accurate representation of reviews from actual customers of the pro.
@rpcfitness in those cases most customers should be understanding as long as your responses are professional and explain the situation well. If the customer truly feels that they didn’t have a good experience when communicating with a pro, we give them the option to share that experience.
Yes, I agree that customers should be understanding, but that is not always the case (as has been demonstrated through various pro responses in this thread).
It does not matter how professionally matters are handled sometimes. A customer should not have the opportunity to post a review if they have not actually worked with the person that they are reviewing. If they are dissatisfied with the work, that is a completely different story. But if they never actually worked with the pro at all, then why should they be able to damage the pro's reputation?
Reviews should be related to work provided in my opinion. Getting a bad review because a customer was having a bad day that did not intend on doing any business anyway? That does not give a fair opportunity to the Pro and is just awful. It is not representative of the quality of the Pro nor their work.
Thank you. I know I bring up many good points. The problem is that the Big People at the Top are not hearing any of us. I believe THAT is the real problem. So if anyone knows HOW to contact the owner, please let me know. I would gladly speak for all of us.
Oh come on! Getting one bad review does not mnean you arent providing excellent work. People sometimes give bad reviews based on utter nonsense. So tell me, how do YOU weed out those people? You cant. And you cannot be SO perfect in every single job you do - that is not human.
We are in Oregon and have been with Thumbtack for well over 6-7 Years. We've manged to hold a 4.5-4.8 Stars from several Advertizing Website Platforms.
We all want to be the BEST at our Careers. If your a Professional, you take the Good with the Bad. Sometimes in our Profession (which is cleaning Homes) we do make a mistake, once in awhile. But, we don't let that define us as a whole.
When we make a mistake, we own up to that mishap. Sometimes we can reconcile our mishap and sometimes we can't. In our Company, we understand Human Error. We all started from the Beginning and through Trail & Error, is how we got to the Point we are now. Yes, it hurts deeply that Customers insult us. But, we pick ourselves up, learning from our Mishaps & try not to make that Mishap ever again.
It's a Learning Process at work, each n everyday. If you love your Profession, you strive each Day to make their Customers Day. In turn that Customer makes your Day. And those Customers tell their Friends, Family, Co Workers and Others, Etc..........
Anyone who claims they never make mistakes is delusional. We are human beings and humans make mistakes no matter what kind of work they do. I worked as an RN for 30 years, and believe me I saw MANY mistakes made. Including some of my own. Luckily, I did not hurt anyone by my errors.
In my current work I make mistakes. I have been cleaning houses for about 4 years now. Early on my mistakes were due to my being in a learning process. When I make them now it is usually small stuff, or perhaps not handling a customer as well as I should have. My one bad review was due to this. The woman and I just did not see eye to eye, and in retrospects I should have chosen different words when dealing with her. Live and learn is my motto!
Reviews less than 5 stars are unfamiliar to us. Not that we do not make mistakes, we certainly do. But we stand behind our work and always work out a satisfactory solution including a satisfaction guarantee. That includes not charging if not satisfied or providing the service again at no charge. We have only used the no charge option twice in 20 years when "we" were not 100% satisfied with the end result and still got the good review. We did not wait on the client to tell us.
I can truthfully say we would not know how to handle a bad review. We have always made it right with the client to make sure the client was satisfied therefore received the excellent review. And I guess we have been fortunate not to work with a client that would post one for no reason. That would make us very unhappy.
That is just our take on this review discussion.