Wow, that’s a lot of 5-star reviews! Good work!
You should be in touch with your Success Coach. I agree, it doesn’t feel fair to have bad reviews when you never interacted with a client.
Thumbtack support is available at 800-948-2034 Monday-Friday 7am-8pm MST. And here’s a link to the help article no getting support: https://help.thumbtack.com/article/how-to-contact-us
But if you have a bad review, don’t stress too much about it! First, consider posting a reply, so that customers can see that you handle negative feedback professionally (see here: https://help.thumbtack.com/article/respond-to-reviews). Second, focus on getting more good reviews! Clearly, you’re able to earn awesome reviews. The more you get, the less that one bad review will matter. The good review will bury the bad!
Let me simplify my question. Does anyone ever review a movie without watching it? Does a food critic review a restaurant with out visiting the restaurant? Then how can a customer be allowed to review us pros on Thumbtack when they haven’t hired us? How can they complain about your price when the promoted feature gives them our price before they contact us? Do not send me any articles or redirect me. I want a straight answer. It’s a simple question.
Hey @HVACPRO ! First, congrats on having so many awesome reviews! That's amazing!
I get that it’s frustrating if one or a couple bad reviews keep you from becoming a Top Pro. I want to clarify the review criteria for the Top Pro program as well as Thumbtack’s review policy:
In order to become a Top Pro, your need at least 5 verified reviews averaging 4.8 stars or higher over the last 12 months. We want to treat all pros equally, so we don’t make exceptions to this rule. However, you can have a review removed if you didn’t work for that customer. You can also challenge any review that doesn’t meet our review policy. Just contact our support team.
I'd also say not to focus too much attention on that bad review. Consider replying, so that other potential customers can see what you have to say. And keep doing your best to get more 5-star reviews! No one will notice a bad review if you have dozens and dozens of good ones!
And thank you to @JCWEX for voicing similar points as well!
Thank you for taking the time to reply. I do appreciate that. I truly do. But, alas you still have not answered my question on how or why this is allowed. Since no one can answer my questions I shall stop asking. Just to let you know an unjust 1 star rating can knock you down from a 4.8 very easily. So like I said since I can not get real straight forward answer I will stop asking.
Hi Jason, thanks for an opportunity to speak about my experience as a Top Pro. I was a Top Pro almost from the start with getting hired and my feedback. Unfortunately, I lost my Top Pro status because of the algorithim used to determine the 75% response status. (I think mine came in around 72%.) Anyway, if a customer replied to a quote sent where they said "hey, profile looks good, call me" then I would simply pick up the phone instead of replying back, "ok, I'll call you" just to stop the clock from ticking. Then, I would get reminders about hurry up and reply before it's too late. Other examples were if a customer replied back "thanks" or whatever else, and I don't reply back when no reply was necessary, then the clock counts down and I get rated a dead beat pro. Funny though, I always got highly rated by my clients as being "very responsive."
I got hired, repeatedly, got 5-star reviews, but since my response rate was not adequate, I was dropped as a Top Pro. I called and repeatedly tried to get this reversed or looked into to change, but nothing ever happened. They just said it was what it was and sorry. Why are we even rated on response time anyway? We either get the business or we don't. The customer likes us or they don't. We get a 5-star review or we don't. So why does it matter about some algorithim to determine if we are responsive when the algorithim itself can't judge when something is appropriate or not that it needs a reply.
Sorry, I was proud to be a Top Pro, but find this response rating to be included as a Top Pro absolutely should not be included.
Was a Top Pro!
Thanks for your post, @Mooreshots! I'm sorry you missed Top Pro this time, but congratulations on being a Top Pro in the past! That's a big deal! We also heard similar feedback from these pros: @mobilegrooming @TommyMead
We look at response time because we know that customers want to hear from pros quickly. They're more likely to have a good experience (and hire pros on Thumbtack!) if they hear back from pros right away. And we know that if pros respond to leads quickly, they're more likely to win the job!
But we know that it’s a high standard to become and stay a Top Pro. And keeping up a high response rate can be tough - especially while you’re running a business! That’s why we only ask that you respond within 24 hours at least 75% of the time. And we won’t consider any messages that you got a refund for.
You're right that we don't have a good way of including responses that happen over the phone. We're working on this! For now, I'd encourage you to mark that you've responded to a lead in your app, even after you've spoken to someone on the phone. That's how we can give you "credit" for the response.
Another thing to note: we're only looking at your response time to *new* leads. In other words, we're only looking at your response time to a customer's first message. We're not looking at how quickly you respond to each subsequent message after that. So if you have a back-and-forth with a client and they reply with a simple "thanks," we're not expecting you to respond to that. And if you don't respond to it, it won't count against your response time. All that matters is that you respond within 24 hours to new leads and new customers.
I hope that helps to clarify! Keep in mind that we'll have a new class of Top Pros in July 2019. Because you've been a Top Pro before, we know you can be again! And we'll be rooting for you!
Thanks again for all that you do, @Mooreshots !
Be sure your Thumbtack profile is up to date and complete (with lots of photos and descriptions!). After that, consider modifying your pricing. It’s also helpful if you show prices upfront if it’s possible for your business.