Welcome to Thumbtack and the Community @MLCC! As of right now, we don't highlight certain reviews on a pros profile. Customers like to see the work you’re doing, so the most complete and recent review will appear first. After that, the review order is determined by:
For example, a recent verified review with a photo of the job will appear higher than an older unverified review without an image. Let me know if you have any questions about this!
I know that Thumbtack is allowing the Job Posters to sort through reviews(they have the click option to sort new-oldest, etc). For some reason, they want Job Posters in control more. I had one who hired me a month ago ask why I had reviews all over the place. I had to explain to her that it wasn't me. She said that she couldn't be bothered clicking the sorting tab, but looked over the references that I sent her, which led to my being hired.
I also saw that companies such as, Amazon, Yelp, and even saw on a Marriott site, that all reviews are listed from newest-oldest.
Suggestion to Thumbtack, please allow Pros to control the review sorting, or have the sorting listed from newest-oldest. This way Job Posters see the newest up front, instead of wondering if the Pro has done any recent work at all, therefore, bypassing the Pro altogether.
Yes, I would agree. Review management is something we need to be able to do for ourselves.
I really don't understand how Thumbtack thinks they can know about and make decisions for all of the varied industries.
It's impossbile for Thumbtack to know the best ways to market each of our industries and very definitely impossible to know how to promote the unique businesses within. (Unless you want to provide us with a coach who can actaully help us have success as Pros...which I know Thumbtack says they want for us. I am happy to talk with someone to help them understand my unique business and what I need, if you'd like to know.)
To make decisions about the rank order of our reviews should absolutely be our decision.
We know how to promote ourselves and should have ultimate authority over how to do that.
Is this an authority/responsibility issue? Does Thumbtack not want us to have authority and responsibility over how to promote ourselves?
May I add another comment about Reviews? This is a big one for me!
Please, please, please....
Stop asking people if they would like to write me a review. I will do that myself.
If people want to write a review, they can, but PLEASE stop asking them for us. Please give us the courtesy of managing our Customers and our promotion at least in this way. It's a big deal.
—Asking for reviews after one exchange, either messaging or a brief phone call, is not going to really be helpful. They have really no idea what to comment on so the reviews are so insignificant and don’t help the pro.
PLUS, and very importantly, if they don’t happen to like the price or a very small thing disappoints them, it encourages them to leave a poor review which could really kill the pro’s business/ratings very unnecessarily. Especially when (let’s be honest) there are a lot of disgruntled people who like to complain. Give your Pros a chance to actually work with the client before you hound them for a review.
This is so unusual for businesses to ask for a review when they’ve done NO work for the client. It’s just not appropriate and could very likely backfire.
And the reality is, in these cases the ACTUAL business isn’t asking for the review…Thumbtack is. PLEASE reconsider this approach.
And our email and message inboxes get inundated with suggestions to ask for reviews…I’m NEVER going to ask after 1 ten minute phone call with a POTENTIAL customer. What could he/she possibly review??
Let Reviews be our responsibility, not Thumbtacks. We can ask our customers at the right time AFTER the work has been done. What if someone reviews during the quoting stage but DIDN’T end up working with us? The review could be less than 5 stars based on nothing really.
Also, what if the customer reviews us because they think they HAVE to because Thumbtack is asking for it? I’ve had that happen before…the customer thought it was required! And Customers have complained that Thumbtack's reveiw requests are annoying, filling up their inboxes.
And, what if we get a 3 star review simply because they aren’t working with us…or just because we are more expensive than their budget. Terribly unfair.
And what if a customer reviews us because Thumbtack asks, but then when the project is complete, they don’t go back and write any thing else because they think, oh I’ve already done that. Then we don’t get a substantial or even legit review. It’s just a poor system, in my opinion…which I share with others.
We are grown ups, we are business people, and we can ask for our own reviews. Please let us have control over managing our own businesses/marketing in that regard.
Asking for reviews might be a way for Thumbtack to be showcasing their Pros. More pros with more reviews makes Thumbtack look good, right?
Here’s the major downside…if you’re asking customers to review Pros so early, they might actually give a review based on something insignificant and not helpful…here’s an example:
As a customer, I get 15 quotes to look at…I contact half of them…I choose the one I want to hire, and it’s Pro A. Thumbtack sends a note, “Review Pro A…Review Pro B…Review Pro C…Pro D….etc.” I review Pro A a higher one because I’ve chosen them; the others less than 5 stars because I didn’t.
Customers tell me it’s annoying and overbearing to get multiple messages from Thumbtack asking for reviews.
But overall, the best reason to let us ask for them is because it should be our responsibility as business owners! It shouldn’t be Thumbtacks responsibility. Encourage Pros to ask, of course….but then leave it to the Pros.
@Meckell So I checked out the demo to see where I place. I am a few pages in, UNDER a person who has 1 year on TT, no hires and no reviews!! Not to mention all the other people with less time, stars, and reviews. I have 6 years , 5 stars, and 11 reviews. Can someone at TT explain this logic?? This is why I get more business from other sources.
I could not agree with you more! This is one of the reasons we grow increasingly more frustrated.
I want to believe Thumbtack is a partner with its Pros and wants things to be "fair." This doesn't send that message.
It's disheartening when we see Thumbtack's profit and we know a client can only hire one person. In your example, the other 12 are paying crazy high prices for nothing. That was a change made a couple of years ago about the time they were developing "Instant Match." We would be charged automatically for certain leads and Thumbtack went from only 5 Pros getting to offer to 15!!!! Fifteen!!
You're prices went up and the competition got stiffer. We pay more, get hired less, and Thumbtack gets a lot more money.
Why? I was told because the Customer wanted more Pros to choose from. It was a response to the Customers' needs.
If they do, they do. I love serving the Cusotmer. But how is raising the prices and increasing the competition helping our business. For me, it isn't. You?
It's important to me that this message board be about making great changes so everyone feels good about the platform and the service. I'm not interested in simply complaining. That's never the point. The point is to make things better.
I believe there's a cost to doing business, but wow, this is terribly frustrating to watch changes happen that hurt us...and yet we're told Thumbtack wants to help us.
It's really unfortunate.
Can we please have a discussion about some specific things that will actaully help Pros and still allow Thumbtack to also succeed in their business?
I would doubt that many Pros would object to finding a solution that works for everyone, including Thumbtack.
But this current set up with the way leads work, how you charge, and WHAT you charge is nothing less that outrageous and ridiculous and very definitely, not "fair."
I mentioned in another post I'd like to see Thumbtack consider thinking of their Pros as their customers. They are running their business like we are. The people who pay us are our customers.
Would that not be true of Thumbtack's business? Since we pay them for their service, aren't we their customers?
I don't really feel like their customer. I want to give Thumbtack the benefit of the doubt of course, but honestly, I feel taken advantage of in some ways. It's discouraging.
Some things to consider and hopefully discuss further with people who can make the decisions within your company.
Thank you for providing a place for us to share our concerns and feedback and I'll thank you in advance for taking action based on the feedback to provide a new solution that works for more of us.