On Thursday, March 21st, we'll be hosting a live Q&A with Thumbtack CEO and co-founder, Marco Zappacosta (@MarcoZ).
Post your question here for a chance to win $100 in Thumbtack credit. Terms apply .
Want to know what we're working on at Thumbtack? Interested in learning more about our vision and strategy?
Marco will answer some of your questions live during the Q&A on March 21st.
All other questions will get a written response in the days that follow. Our moderation team is on hand to answer support questions, too.
Thanks for all that you do!
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We’re always trying to make Thumbtack better, so that pros like you can be successful. A critical part of that is your feedback and all the great ideas you’ve shared on the Community. We’re listening to you, and we’re working on turning many of your ideas into new product features.
So starting now, we’ll be posting a list of what’s changed in the product each month, at the end of the month. Check back on this board regularly for the latest and greatest updates.
Don’t see your idea on this list? That doesn’t mean we aren’t working on it. Some features are much more complicated than they seem and take time to implement. Have other ideas? Reply below to share your suggestion and you may see it in a future update!
Major updates for pros in February:
Specify what’s included in your base prices : You will now have much more control and flexibility to select what's included in your prices, adding or removing items from your base price so that customers can get an accurate estimate. We know that we previously didn’t always allow pros to accurately represent how they do jobs on Thumbtack, whether it was promising things they didn’t offer, or not informing customers of everything already included in the price. This update allows for more flexible selection and display of what’s included in your prices. We know that every business on Thumbtack is different, and we want you to be able to show you’re different. That includes your pricing. Check out this new example below:
Saved replies : You will now have the ability to save the responses you send to customers - especially those responses you use most frequently. With this update, you’ll be able to reuse responses, instead of spending time writing the same response over and over again. This will also help you respond more quickly, which customers appreciate and which makes them more likely to hire you. Learn more about saved replies here .
Profile score improvements : We’ve made some changes to the profile score to help pros better understand what they can do to improve. Some of these changes include redefining the weights of profile fields, adding new profile fields into the score (like past projects, social media fields, payment methods, etc.), and making the profile score more category specific. Learn more about these changes here .
Smaller changes for pros:
Unread Inbox message count on iOS app : We used to show the total number of unread Inbox messages and new jobs in the Jobs tab. However, we heard from you that it’s more helpful to only show the number unread Inbox messages. We made that change. And if all the messages in your Inbox are read and there’s a new job in the Jobs tab, you’ll see a dot letting you know.
Understanding the competition : We’re now letting pros know if there is a unique opportunity to be the first pro in your market to promote your business on Thumbtack. Get a head start on the competition. Learn more about promoting your business here .
Down-ranking pros with $1 prices : Pros who list their starting price as $1 will now rank lower in search results. So list your accurate prices -- customers want to see an actual estimate.
Removing notifications when a customer views your offer : You will no longer be notified when a customer views your offer. Instead, you will receive a notification once the customer reaches out to you. We want to help you focus on your interactions with customers once they contact you, because that’s when you can continue the conversation, seal the deal, and win the job!
Again, we would love to hear your other ideas. Reply below and let us know what you’d like to see on this list next month!
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Hey pros at our Philly meetup, we want to know what's on your mind!
At Thumbtack, we like to keep track of what's going well using a #loveit and what we could improve using a #couldbebetter.
Let us know your#loveits and #couldbebetters! What about Thumbtack do you like and what could we do better? Reply below and let us know!
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This is incredibly exciting news! Check out some of the awesome news coverage this effort is already receiving:
Fast Company : https://www. fastcompany.com/90308307/gig- economy-platform-thumbtack-is- helping-its-users-get-benefits
VentureBeat: https:// venturebeat.com/2019/02/19/ thumbtack-partners-with-alia- to-bring-benefits-to- independent-contractors- starting-with-cleaners/
TechCrunch: https:// techcrunch.com/2019/02/19/ thumbtack-now-offers-benefits- to-independent-contractors/
Have a question about Alia or this pilot? Don't hesitate to comment below!
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Hey @Toppro2019, thanks for posting!
While Top Pro status doesn’t directly affect how you rank in search results, a lot of the qualifications that made you a Top Pro will also boost your ranking.
For example, our ranking algorithm considers your responsiveness and reviews to determine where you rank. And as you know, both your responsiveness and your reviews are crucial to becoming a Top Pro.
But our ranking algorithm also considers a few other criteria, including how complete your profile is, whether you've listed prices, and whether you’re promoting your business. So yes, all else being equal, a pro who's promoting their business will rank higher than a pro who isn't.
We do this because promoting your business allows us to connect you to the right customers more quickly. In turn, it allows us to make sure customers have a great experience; customers want instant results when they come to Thumbtack, and promoting your business makes that happen.
If you want an additional boost in ranking, we encourage you to promote your profile . You’ll appear higher in search results and get 20% off those leads!
A nd remember that regardless of where you rank, customers are more likely to hire you when they see the Top Pro badge next to your profile. So keep up the great work!
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Hey @JCWEX, thanks for your question! We also got similar concerns about bad reviews from these pros:
@Randizzle55 @Marv @Ironman18 @Helenbasinger @Shammy @DebbieA @bcwhitaker
We know that a single bad review can have a big impact on your rating. In some cases, that one review may have prevented you from becoming a Top Pro. And that’s really frustrating. But you can always recover from a bad review and become a Top Pro in the next cycle! For more information on our review policy, check here .
I'd also encourage you to reply to that bad review if you haven't, so that potential customers can see your response.
Beyond that, here are some ways to rebuild your rating after a bad review :
Ask past customers for a review . You’re doing great work, and your customers want to see you succeed! But often they forget to leave a review once the work is over. So feel free to politely remind them!
Import reviews from Facebook and Google. They won’t count as “verified” reviews, but they will help you stand out to customers. Remember that you need 5 verified reviews averaging at least 4.8 stars over the previous 12 months to qualify.
Get more jobs. Try promoting your profile or checking the jobs tab to book more projects. And respond quickly to all leads! This will help build a track record of great customer service.
Last thing I'd say: we know that having a lot of great reviews matters a whole lot more than having one bad one. So don't worry too much about the bad review! Keep working hard to get the good ones, which you're clearly capable of doing (your reviews are amazing! great work!). The good will bury the bad, and make it clear to customers that the one bad review is in no way representative of the service you're able to provide.
I know you can be a Top Pro in July. And we'll be rooting for you.
Let us know how else we can help,
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Thanks for your post, @Mooreshots! I'm sorry you missed Top Pro this time, but congratulations on being a Top Pro in the past! That's a big deal! We also heard similar feedback from these pros: @mobilegrooming @TommyMead
We look at response time because we know that customers want to hear from pros quickly. They're more likely to have a good experience (and hire pros on Thumbtack!) if they hear back from pros right away. And we know that if pros respond to leads quickly, they're more likely to win the job!
But we know that it’s a high standard to become and stay a Top Pro. And keeping up a high response rate can be tough - especially while you’re running a business! That’s why we only ask that you respond within 24 hours at least 75% of the time. And we won’t consider any messages that you got a refund for.
You're right that we don't have a good way of including responses that happen over the phone. We're working on this! For now, I'd encourage you to mark that you've responded to a lead in your app, even after you've spoken to someone on the phone. That's how we can give you "credit" for the response.
Another thing to note: we're only looking at your response time to *new* leads. In other words, we're only looking at your response time to a customer's first message. We're not looking at how quickly you respond to each subsequent message after that. So if you have a back-and-forth with a client and they reply with a simple "thanks," we're not expecting you to respond to that. And if you don't respond to it, it won't count against your response time. All that matters is that you respond within 24 hours to new leads and new customers.
I hope that helps to clarify! Keep in mind that we'll have a new class of Top Pros in July 2019. Because you've been a Top Pro before, we know you can be again! And we'll be rooting for you!
Thanks again for all that you do, @Mooreshots !
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Hey @HVACPRO ! First, congrats on having so many awesome reviews! That's amazing!
I get that it’s frustrating if one or a couple bad reviews keep you from becoming a Top Pro. I want to clarify the review criteria for the Top Pro program as well as Thumbtack’s review policy:
In order to become a Top Pro, your need at least 5 verified reviews averaging 4.8 stars or higher over the last 12 months. We want to treat all pros equally, so we don’t make exceptions to this rule. However, you can have a review removed if you didn’t work for that customer. You can also challenge any review that doesn’t meet our review policy . Just contact our support team .
I'd also say not to focus too much attention on that bad review. Consider replying, so that other potential customers can see what you have to say. And keep doing your best to get more 5-star reviews! No one will notice a bad review if you have dozens and dozens of good ones!
And thank you to @JCWEX for voicing similar points as well!
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Thanks for your post, @computers6!
First of all, thank you for joining the Online Community and sending us your feedback! We know that it’s really important for your business to succeed, and we hope that we can partner with you to help you reach your goals.
I hear your frustrations - there’s been a lot of change at Thumbtack lately. But the good news is that the major changes are behind us! And that means that the new system is here to stay. Let me tell you why that's a good thing: in the old world, with the old system, 80% of customers never saw a single pro. They'd come to Thumbtack looking to hire, but they'd leave before talking to anyone. Those were your potential jobs - money that could have been in pros' pockets!
So we knew that we had to introduce customers to pros instantly, so that they'll actually hire someone. Customers want instant results! Just think about your own experience on Amazon or online travel sites. The new system let's us give customers the instant results they expect. This new system is working for customers and pros alike, and we believe it can work for you too!
That said, we know the system isn’t perfect yet, and we need your feedback to make it better. So keep posting your ideas! Tell us what’s working or not working. Remember that improving Thumbtack takes time: not every idea will lead to an update overnight. So we ask for your patience as we work through your feedback and release subsequent improvements.
In the meantime, there are a few things you can do right now to be more successful in the new system. Here are a few ways to rank higher in search results :
Improve your profile
Promote your profile
List your prices
Get lots of great reviews
It’s important to me to see pros like you succeed on Thumbtack. I joined Thumbtack because I believe in small businesses, and I have all the respect in the world for what our pros do. It’s my job to make your voices heard and I take that seriously.
Even more, Thumbtack won’t succeed if you don’t succeed. This is a partnership. So we can’t make decisions that benefit the customer or the company at the expense of our pros. We’re here to support you, so if you’ve tried the recommendations we’ve posted and still aren’t finding success - let us know! Call support or send our moderators ( @Meckell or @Kameron ) a private message and we’ll help sort it out
Thanks again for participating in our Q&A and for all your hard work with Thumbtack!
Also tagging these pros who voiced similar frustration about becoming a Top Pro in the new system.
@Wah-Heed @ThatGutsy @Spamovers @Don1228 @Marv @JustNjoysb @Daviddietrich @Toppro2019 @Cathy224 @Tovicand @Dace
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Thanks for your post, @Helenbasinger! And c ongratulations on this awesome accomplishment! First of all, you should pat yourself on the back because this is no easy feat. You’re among an incredible group of professionals. Here are some next steps you might consider:
Keep up the great work : keep getting lots of great reviews to maintain your Top Pro status when we have our next evaluation cycle in July
Share your accomplishment : post your badge on Facebook, Twitter, and Instagram (#ThumbtackTopPro). You could display your badge on your website as well!
Keep posting in our Online Community : this is the place to get all the information you need to keep winning. It’s also the place to share some of your tips with other pros, if you’re up for it! Remember, only 4% of all pros on Thumbtack currently qualify as Top Pros; the other 96% are eager to learn from you!
I hear you that it's frustrating to get leads that don't feel relevant or intentful. We want you to get a good match, always! The good news here is that declining these leads doesn't affect your Top Pro status. Just make sure you decline them.
We're also working hard to help your profile stand out, so that customers actually read all of the awesome content you're writing there, so that they're not asking you questions that you've already replied to on your profile. We know that can be annoying!
Also, if you ever get a lead that's inappropriate, you should always contact our support team. We have whole teams of folks who are on the look out for this type of thing, and want to make sure that Thumbtack is always a safe and positive experience for our pros. Report anything that's problematic or upsetting, and we'll reimburse you if it's inappropriate!
Finally, make sure you've updated your preferences and settings. That's how we make sure we get you the best possible leads - the ones that best match you and your business.
Any other questions, don't hesitate to reach out to our team. @Kameron and @Meckell and all of us are here to help!
Thanks again, @Helenbasinger! We're so grateful for all that you do!
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