We understand that we can decline the lead if we are not using promote. However, this is a lead that might be a good match. We still have to pass on it because it is missing a few or even one inportant bit of information. Since TT cannot possible know what are great quiestions for each field, the pros should be able to ask the client questions before we are charged for sending in a quote.
I have the exact same issue. Customers do not give me enough info so I can't possibly send a quote. Back in the day, asking a question was free! I have mentioned this numerous times to TT people, and asked that they have filling in certain fields "required", but of course, no one listens.
What do you mean by "back in the day, asking questions was free"? Prior to the new system, you had to pay to communicate with them at all - you had to pay to respond to any request and that was going on as long as 5 years ago. Was it different before that?
If say im talking to a lead, ask them for a phone number and then call them, thumbtack still seems to leave me on the "did not reply" status. But by that time, ive already called and scheduled an onsite visit. Does this negativly effect my pro status?
Another issue is maintaining the star rating. Granted we are all going to get the unsatisfied customer, goes with the territory. The issue I have found is that some customers do not give a 5 star review. As one lady told me, 5 stars means everything is perfect. There is no such thing as perfect. We have recieved reviews, and the write up makes us sound great, but 4 stars.
So the only way I have found around this is, when someone says things like that, I say in that case if you really like our work, please do not write a review, because it will cost us in the end. Now some may think that we only earned a 4, and maybe we did, but the few cases this happened, the same customer referred us to a neighbor or a family member. I will take a refferal over a review anyday.
Anyone else run into this? And if so, what is the best way to overcome it?
I'm in the same situation. I have 17 custom quilt orders, with one of those customers wanting 5 more quilts when I get done with the 5 she's already ordered, and don't feel like I can take on any more at this time, but to keep my Top Pro status, I have to keep responding to all the requests. What this does is really cut into my productivity. I can't turn off my profile because I need to keep communicating with my current customers. It would be great if there was a way to work around this issue. And yes, 90% of my orders came through Thumbtack.
I also had an issue with the new requirements, and sent it to support. The incredibly inane "Thanks, but I'm going a different route" - not replying to a few of these means my 24 hour response rate is slightly below 75%.
Has an actual human being ever typed the phrase "Thanks, but I'm going a different route" in all of recorded history? According to google: no (but one guy came very close!).
In rare cases, the customer will follow up with an actual message of their own. Otherwise, any auto-reply is a dead-end, no matter what the message was. I assume someone who replies "I'd love to chat - when can I call you?" then never responds (and I'm the only pro they contacted) just misclicked.
Some of them aren't even relevant to the service. Once I got a "What equipment will you need to perform the job?" - I'm tutoring math, not building a house.
Hey @Daniel_O, just to clarify: the Top Pro requirement is that you respond to 75% of *intentful* contacts within 24 hours. If the customer is saying something like "no thanks," or otherwise indicates that they don't want to move forward, we don't count this as an intentful contact, and so you don't have to worry about responding to it
Hope that helps!
@JasonB if that were true, then my response rate wouldn't have been 73% and 74% in the last two emails updating my top pro progress. I can guarantee you that I reply to any genuine messages in far less than 12 hours, let alone 24.
This is not for instant match btw, this is for sent quotes.
Maybe the system isn't supposed to be counting them, but it surely is. There's also been messages I've received, where the customer has then deleted the request, yet the system will still encourage me to reply (when it's impossible to), so it seems to count those, too.
Here's a screenshot as an example - the system still seems to think these are new messages that need response: