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topic id 25265: Pricing
topic id 24883: The purpose of promotion and set your budget in advance
topic id 22503: Leads
topic id 26197: Paying twice for the same lead
topic id 22064: Questionable leads
topic id 14288: Declined "Leads" charged
topic id 18721: Old format
topic id 19454: Marketing Executive From Thumbtack Chooses Promoted Lead, Then Radio Silence
topic id 18206: New Model?
topic id 7183: I'm trying to remove a credit card remove ,from payments,system wont let me
Moderator Meckell
Moderator

Re: Letting Pros manage their own reviews

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:

  1. Verified reviews
  2. Reviews with at least one media item
  3. Reviews containing between 52 – 675 characters
  4. Reviews that have been updated recently

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! 

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jcp
Level 9

Re: Letting Pros manage their own reviews

Letting Thumbtack determine review order is just another sign to me how out of touch your team is. Look at Facebook - people’s comments appear in order and most recent - not by if a person posted a picture or not. Look at Amazon - reviews are in order and most recent - Look at Yelp - in order most recent. The review order should be most recent PERIOD. There should be no “after that”. When I look up my services on myself and in friends phone - my reviews are never in the same order. Always random. Just now my first review was from feb 2018 - the next two were from 2016. Consumers don’t shop that way - ask Amazon and Yelp - leaders that are doing it right. Please - start making smart moves that help us! Most current review shows most current work done and most current representation of ourself. Because someone attached a photo they rank higher in a review? That is such a uneducated, unaware, out of touch choice. You think I would want a 2016 review to show up as my second review in my page? Tell me - how would you like that when you are looking at reviews on Amazon on a product your interested in - How would you like to see every review on Amazon in a different, random order. Maybe the first review is from 2016. Ask Marco - does that make sense? My April numbers were awful - horrible - as many others have been. Everything matters especially when other choices TT has make are also working against us. At least put our reviews in order by most recent. Please. Oh my, I can’t even believe that this is a discussion. At least then give us the option. I want my most recent review shown first.
DJStevie
Level 11

Re: Letting Pros manage their own reviews

@jcp 

Agreed!!

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.

DJ Stevie

jcp
Level 9

Re: Letting Pros manage their own reviews

Exactly! Why TT doesn’t understand the importance of this - among many other common traits in on line shopping - is beyond me. Most recent review first - common practice on millions of popular sites.
MLCC
Level 6

Re: Letting Pros manage their own reviews

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.

jcp
Level 9

Re: Letting Pros manage their own reviews

Send review request ONLY after job completion. Pros select that date. No one else. Standard business practice. Amazon sellers send product reviews after you purchase and receive product. No brainer.

Reviews should be listed from most recent. Why am I seeing a review from 2016 showing up as the first review? I started asking my clients to list in their review the specific job I did - because I do both video and still photography - but customers are not seeing those job specific reviews and this bothers me tremendously. It’s poor business marketing for TT to not recognize this when general consensus is all people read most recent review first. Go out on the street and ask 10 people how they want to see reviews on any websites. On any website in the world! I asked my step mom yesterday- who shops on line a lot - how she reads reviews - what do you think she said? She said - I don’t give a crap what someone said 2 years ago about a product. And that is for me too. When I go to purchase on amazon - I want most recent review shown first. You know - forget it - I just don’t even know why I’m actually typing this and trying to explain this simple thing to TT. Just shows how out of touch your team is.
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cranichik
Level 8

Re: April's product roundup

@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.

jcp
Level 9

Re: April's product roundup

Yesterday I was charged $26.85 for a promoted lead - this customer contact 13 total pros. That is $350 automatic profit for TT. Each time a customer contacts another pro - it’s a mathematical fact it reduces our odds of being booked or followed up. We provide all the information a customer can review about our services and our rate, etc. so why is it acceptable - or necessary - that this customer is allowed to contact 13 pros? These are the kind of things that TT allows that shows they are not “working” on our behalf - but on their own behalf. The only reason this can be acceptable is so TT can profit because it is totally unnecessary to allow a customer to contact 13 pros. I am so upset seeing this today. I want to see this changed soon as I am sure many others feel the same.
MLCC
Level 6

Re: April's product roundup

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. Smiley Sad

OK...

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.

jcp
Level 9

Re: April's product roundup

So well put @MLCC. I’ve been in business 20 years. I was highly successful 2015-2016 when first starting with TT. I don’t want to complain - I want to use this platform to to help. It’s so frustrating to listen to customer support justify to me that 13 pros contacted is fair. But your right - if TT thinks it’s fair then why the higher rate and increased competition? It is insulting that TT thinks explaining to me that it’s better now. Paying $26 for a lead that contacts 13 pros. Oh - and that’s the discount rate because I was on promote. A partnership is an arrangement to advance our interests. And my monthly numbers do not reflect that. TT made $350 on one customers search and I made $250 profit the entire month of April. Let Marco tell me that is a partnership. When one side of the partnership is profiting so much on each lead. There is no denying because I did have two successful years. When a system changes and the outcome of what was once successful is no longer happening - and you implement all the tools that are supposed to help you maintain that success - but it still doesn’t work - something is wrong. I feel pretty confident that many pros feel the same.

I also believe in the cost of doing business. I do expect to pay for that. However, when I had an average of $80 a month in 2015-2016 with a lot of success and now to $200-250 a month with minimal success...... numbers don’t lie. How does Marco think this is right? How about taking over my account for a month Marco? You respond to my leads as a test. Get an insight as a Pro day to day. After 30 days you look at the numbers and the responses and the results and then assess the entire 30 days as a videographer and photographer. I have three categories of services. THREE. I got three leads in my videographer category in a four week period. Zero hires. These numbers are disappointing. Maybe if I just joined TT a few months ago I wouldn’t see it the way I do. But for two years straight I had success and then dropped off 100%. So - it’s not me.