Last Friday I had sent two quotes in the morning. Immediately after sending a fixed price quote, I would always send a follow-up message with a sample of my home inspection reports to allow the customer to see my work in detail.
Suddenly in the afternoon, I was prevented from doing this by a message:
"Just waiting for customer to respond. No need to follow up."
Without this follow-up feature, there is no way to provide customers with an attachment.
This new change is the equivelant of removing any ability to provide a custom quote to the customers. Thumbtack has reduced the Home Inspection category to a commodity product which it is not. Home Inspecting is a professional personalized service.
I was in the middle of a quote and now TT will not allow me to send a followup message. Sending a followup message is how I expand on the original quote because TT will not allow me to add any details to the original quote that would tailor the quote for the specific details that are found in the request.
Is this a new strategy to force the customers to quote only on price?
Or did I break some new unwritten rule by trying to tell the customers what the price actually includes?
And finally, I am unable to contact support by starting a chat session to lodge a complaint.
This sytem is getting way out of hand.
And, for the record, I was able to quote two other jobs within the last hour.
The truth is that TT made a change to the software and they rolled it out yesterday. Two quotes went through before the deployment of the change and after the deployment I am no longer allowed to send a follow-up message. This has resulted in the customer NOT receiving a custom quote and simply choosing their pro based on a price alone.
NOTE: TT did not notify me of the changes.
In a chat session, I was informed that the follow-up option will no longer be available to the Pros until after you have paid for the contact. I was not notified in advance of the change. I voiced my dissatisfaction with the poor communications and the change itself. I was also told this is being rolled out only to selected markets.
Good luck with that!
So far what @HansenJC mentioned hasn't happened to me, but changes occur in different markets first. There have been times that when I comment about a change, moderators say that Pros have asked for the change. If that's the case, then why are they not putting useful tools back when we ask? or if we ask for a change, why aren't those changes being implemented?
Before I came to this forum I though that the leads that you quote via the Jobs tab were essentially the same as leads that reach out to you directly. I was wrong, they're not.
Jobs tab leads do not get a text or immediate email notification when you quote them. They do not get text or email notification when you dilligently follow up with them. For a lead you quoted or follow up with who came from the Jobs tab to see your quotes and messages they have to dig around in Thumbtack to find them. They're not hidden but they're not easily found.
Leads will hardly ever respond to you when you send them a quote via the Jobs tab because the lead has already chosen who they want to reach out to via search. When you send your quote via the Jobs tab you are akin to an uninvited guest who is trying to get into a party when the party's almost over. It is very unlikely that the leads will reply to you even if by some chance they do manage to find your quote in the system.
Removing the ability to follow up with leads you've previusly quoted via the Jobs tab merely serves as confirmation that the Jobs tab is of minimal value to Pros.
While removing the ability to follow up with leads you quoted via the Jobs tab may seem like a bad thing it may turn out to be a blessing in disguise. You will probably end up saving yourself a ton of time that you were wasting trying to follow up with leads who (1) never saw your original quote, (2) are already talking with the Pros they explicitly chose to talk to.
@Lar The only potential winner on the Jobs tab is TT, because they get paid IF the lead responds, but that rarely happens.
It is there for pshychological reasons...sort of a Pavlov's Dog thing.. While the Inbox remains empty, the Job tab gives you a poke every now and then keeping you interested to come back to the site. It provides little other actual value in my opinion. This is a common thing on social media as user engagement is a huge metric of site success. However, most social media sites don't get it quite right and actually create placebo tasks for the user to keep busy on, thus keeping the site engagement artificially busy.
This is sort of the same concept as the badges we get here - they are meaningless - but some people need a pat on the back just for participating to make them feel valued and this is how a lot of social media sites work... it appears that the Jobs tab is exactly that.
If they removed it, for many the interaction level on the site (because Inbox is so quiet these days) would be next to nothing.