I think the client should be charged a nominal fee to weed out the players from the serious. If they end up signing with a professional the fee goes toward the cost of the project. It can be split between TT and the Pro. The professionals should not be charged if the lead has no phone # personal email, address or any other direct way in which we can contact them directly. It is a dead end period, without their info. The fees can also be split 50 /50 client and Professional. The idea that TT can qualify any amount of money to charge based on the leads outline is nonsensical. You are relying on a customer base who is uninformed in the way many pros charge , whats actually involved to get the project accomplished and pricing varies from pro to pro. Even when it states our hourly fee the consumer has a disconnect between what the budget is, they are most often unrealistic in their budgets. The way you have them check off categories to include aspects that they may have little interest in, such as art purchasing is both misleading to them and to us the Interior designers. You need a standard flat fee per lead and it really ought only be charged if we are hired. The other way would be to charge a $10 fee for the lead and if we are hired a follow up fee of another amount $10 to $15 ? You seem to have alot of very unhappy pros and its important to listen and not take a defensive approach like customer service is instructed to do. Thanks
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I find that the pricing is all over the place, changes all the time, although only in an upward direction. The idea that you don't give refunds on any leads that proved to be incorrect is troubling. Credits are won after having lengthy conversations with your staff. I have found that they are reading from a script that is stiff and inclined to be a no answer. The customer reps are inexperienced and I have had 2 be rude to me, Needless to say I had to remind them that I am the customer that pays their salery) not the "customers") but I did also speak with a Megan who was lovely and articulate. The pricing is faulty the leads often don't amount to an actual project and alot of time and effort invested on our behalf. Potential clients are prompted to give pat responses to encourage a conversation. To date I have had ONE person follow up on the automatic response "whats next" or whens your next availability?" out of many. I feel that the questioners that the clients fill out are not specific enough to determine whether they are qualified and understand the costs involved for Interior design. It might benefit both parties if the questions are written by experts in the field and a brief description of what they might expect when engaging the experts. The platform has great potential but your pricing may be you undoing if you don't begin to be transparent, clear, consistent and fair. This conversation is at least a place to begin.
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