Have a question for Marco?

[DJStevie]

@Hankster 

That's an excellent conversation starter because it gives those so-called interested customers our contact information. Most don't take time to read our profiles in detail for whatever reason, and this gives them a contact info so not to play that cat and mouse game.

[Bossbabe]

Hi- I know you offer refunds when people say they will travel to us but decide its too far. They often just don't reply when I ask if they are in fact willing to come to my location, and you require that they say in the app that it's too far. Do you agree it would be fair to get 50% back at least when they don't reply, and to make up for the app's I ability to avoid this problem.

[Hankster]

@MarcoZAnother flaw with Thumbtack. I'm a DJ service pro. You have customers out there who have no flipping clue as to what a DJ service charges. On the manual quoting system I very often see a leads budgets under $300 for a 4 or 5 hour Wedding event. See the usual notes in the message. "This will be a small reception" Just need the DJ to make a couple of announcements", etc. These leads dont take into account the prep time & hours that are spent by me planning & organizing to make their event a special, memorable & successful event. No matter how many hours or the number of guests.  Other lead sites out there who use the credits system to pay for leads let their customers know up front what they should expect to pay. For example:

Wedding DJ | Guests: 50-100, Age: 16-80, Required: 5-6 hours

Customer name in Glendale, AZ

Average value: $650-1000

Thumbtack has been in business for over 10 years now & you have NEVER provided this information to your customers. Why? You folks use analytics to charge us the ridiculously high prices for leads. You mean to tell me that same system can't spit out numbers to let your customers know what to expect to be charged when they decide on a service to use. Your customers need to be better educated before  submitting a request. 

[luckynlove]

Hankster,

I could not agree more!!!!!!!!

[TrainerDad]

Thank you for writing this EXACTLY how I would have said it. As a fellow DJ that does primarily weddings I have the same frustration. Customers have little clue as to what the going rate of a given professional is or what it takes to perform the service they're requesting. An educational "snippet" letting the customer know what the range is in their area would be very helpful. 

[luckynlove]

How is the amount we pay for a lead determined? Are the leads 'vetted' at all? Anyone can request services on thumbtack, but it seems there are no 'options or controls' to determine if the prospects are serious. As a travel specialist, when will the option be available to list the types of trips we do plan & the states we are not allowed to sell travel in?

[wincincala2]

Hi Marco,

Your customer support people are the best at customer service that I have experienced in years.  They are patient, seem sincerely concerned and determined to help with my needs.  I really want Thumbtack referrals to work for me, however, it seems now when even only 2 minutes go by, a notice pops up saying 6 or 7 pros have already contacted the client or the red bar pops up.  I reply as quickly as possible, however, some requests are either real late at night or real early in the morning.  It seems that some pros must not work and just sit by their computer day and night.  It is good for the potential client & Thumbtack, however, not for the pro.  Why is it sometimes it will say that 11 or 12 pros have contacted the client? 

Some of the clients - especially Motivational Speaking leads - I have really wanted to contact but 6-7 pros have already contacted the lead.  Most leads do not reply to me even though a few will write and ask when I am available, which means I have to pay.  Thanks for lowering the prices.  2017 I paid a lot.  Any ideas for getting leads to reply?  

Have you ever considered just having us pay Thumbtack a percentage for the jobs we get?  I think you would make more $ that way.  

Have you considered having the leads who confirm hiring a pro pay Thumbtack and Thumbtack paying us?  (Did you do that before?)

I have plans for Wednesday night, however, might be able to listen while driving.  Will you be sending a phone # we can call?  I want to hear this conference call.  Thanks for doing such a good job.  Summer Simonton, Top Pro with Thumbtack

[Kameron]

@wincincala2 thanks for showing love to our support staff! 

Many Pros are quick to answer as the responsiveness of customers increases with quick response. More pros responding to a customer quickly is more often seen for jobs that could possibly international or done remotely. So I wonder if time zones may come into play there. Your question about customers responding is similar to one that you were tagged in with Marcos response.

I also wanted to point out, in case you missed it, that your last question was answered in the live Q&A! If you haven't seen it already you can find the video HERE and skip to 5:00 to hear your question. 

[RCPS]

Here's my question for Marco!  When it comes to running Thumbtack, what keeps you up at night?

-RCPS

[Kameron]

@RCPS I wasn't sure if you saw it or not but your question was chosen and answered in the live Q&A. If you haven't seen it already you can find the recording HERE, and your question is towards the end at 26:00.