Thanks for this question, @vaughn. And thanks for all of your partnership with our team. We're really proud to have you as one of our first TackMasters on Thumbtack.
There were a few questions about what we're working on, so let me try to answer all of those together:
Ultimately, the main things on our roadmap are some of the things I’ve mentioned elsewhere on this thread: improving targeting so that you can get more of the right types of jobs, improving lead quality so that you get value out of Thumbtack, improving profiles so that you can better showcase your work (and make Thumbtack feel more personal!), and improving prices so that they’re fair.
At the end of the day, we know we have a lot of work to do to set you up for success and give you the tools you need to build your business on Thumbtack. That’s where we’re focused.
Beyond that, we want to grow, too. We want to make Thumbtack a household name and a branded destination. We want to make it the first and only place anyone would ever go to hire a great pro for whatever project they might have on their to-do list. In doing so, we’ll get more customers using Thumbtack, which means more jobs for you all.
But as I mentioned above: we’re in this together. We can’t succeed unless you succeed. And that’s why you got to keep the feedback coming. What else should be on the roadmap? Where else would you like to see us focus? What can we do to make Thumbtack feel more personal as we grow?
Why isn't there a forum to answer customer's questions faster & cheaper when it's clear they're looking for advice/suggestions, and aren't looking for a specific job?
I've seen requests where the customer is just wanting advice as to whether it's the correct time of year for a certain lawn-related job to be performed. I've had to not respond because doing so would cost the price of a lead. I don't care about making sure the customer knows my company or business X responded. Let us answer anonymously, I don't care. I just want the customer to be serviced and satisfied when they use Thumbtack.
@BrokawLawn This is a great suggestion! All too often we wind up paying for a lead that just has a simple question and has no intention of hiring the pro.
I will say that the other lead companies I work with will give a 100% credit for these sorts of requests.
What are you going to do to protect us as business owners from customers who don't pay or threaten to give a lower review? I've had a couple jobs where I've lost several hundreds dollars because the customer never paid. Thumbtack's response was to only ban the user. How does that help me when I'm out money? I've also had customers where additional material/resources were needed. The response was if I dont eat the cost they will give a lower review because the job 'wasn't done'. How does that incentivize us to spend money on this site when there are similar sites out there?
@BrokawLawn @Atlas51 I understand how frustrating it can be when a customer doesn’t pay. @CLGPatrick, one of the pros here in the Community, shared some great advice on how to handle these situations. Be sure to check that out here!
Upon that, if a customer ever threatens that they’ll leave you a bad review to avoid payment, please take a screenshot of that communication and let us know. That’s definitely not something we want to happen and will see what we can do to help.