With the start of the spring season, we want to take a moment to remind you how the new Thumbtack works and share a tip for building your business in the year ahead: set your preferences.
With the new Thumbtack, the best way to be consistently matched with customers you want is to tell us what you like. You make this happen by setting your job preferences.
When you set preferences, you tell us exactly what kinds of jobs you really want -- the locations, days and specific kinds of jobs. We'll show you to more of your desired customers so you can get more of these leads.
Here's why: If you tell us you really want a certain type of job, we know you'll respond fast and provide a solid customer experience. So we give you a rank boost to help the right customers find you in search results. You'll be automatically charged for leads that exactly match your preferences and get a 20% discount.
You don't have to set preferences for every kind of job you can do, but you should set preferences to tell us the jobs you know you’ll always want. If you skip this step, you'll still get leads, but they may not be exactly what you want. We won't know if you want them, so we’ll still send them your way, and you can always decline them at no charge.
If you're not getting the leads you want, start setting preferences for your go-to jobs, your favorites, the ones that you really want or really need.
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Hi @rgyanks, thanks for your post! I'm also looping in other pros who gave feedback about quick replies.
@Hankster @Thadstout @rgyanks @Sandsjourney @ScottArcangel @flynautleads @jpomeranz @Studio92 @JeCroisbeauty @markbogarin @DJStevie @wattersk
We heard from a lot of pros that “quick replies” from customers were frustrating, so we changed the lead experience recently. There is now a more structured way in which customers reach out to you — messaging you, requesting a call or estimate, or asking for your availability.
This is better because it’s more clear what information the customer is looking for next. They’ve already taken the time to fill out all their project details, so they have a pretty good idea of what they’re looking for rather than casually shopping around. Then it’s up to you to respond quickly with your availability, prices, or a personalized response to win the job.
We also heard frustration around knowing when and how much you paid for a lead. So when we made this change, we also made it more clear whether or not you already paid (and saved 20% if it’s a promoted lead). You’ll also see how much you will pay if you accept and reply to non-promoted leads.
Make sure that when you receive the email for the lead, that you click “View lead details” to see the all the information provided by the customer.
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First of all, congrats on being a Top Pro!
Regarding how we charge, I get why it’s frustrating to pay for a lead that doesn’t pan out and become a hire. I'm tagging these pros too because they voiced similar feelings.
@kharmabird1 @Thadstout @MinisterMichael @rriveroa @bonoboe @Eray @Surge @Spatespainting @TinaBFoto @EmyW @DaveAlbrechtLaw @AutumnElectric @chad5050 @Emiko @Marv @rgyanks @cobysdoghouse @Allstar1 @Sandsjourney @ScottArcangel @flynautleads @jpomeranz @Studio92 @tomdans @JeCroisbeauty @Withinteriors @Snick @OGreene @suloveh68 @couplacleaners
It might one day be the case that we charge you only when you’re hired (a commission model), though of course that would mean that we charge you more each time, since you’d be getting something more valuable (an actual job, versus a lead). Part of the reason we can’t charge for hires today is that it isn’t easy for us to track hires….pros sometimes forget to mark themselves as hired, and customers sometimes forget to update their project status.
The economics of paying for a lead can actually be way better than the economics of paying for each job you’re hired for. With the current system, you’re never charged after a customer’s second, third, or 30th message - only their first message. You’re never charged for any repeat business either. You pay one fee one time for the initial lead, and that’s it. Even if you’re able to convert this lead into a long-term client, you’ll never pay again. In this sense, a relatively small investment up-front can have a huge pay-off in the long run!
The leads that do turn into jobs will balance out the ones that don’t. I’m confident that, on the whole, Thumbtack will still give you a positive return on your investment. If it didn’t, we wouldn’t see so many success stories. In fact, we wouldn’t survive as a company!
Last thing I’ll note: part of what’s frustrating about leads is the price you’re paying for them. For more on how we determine price and how prices are being updated, see my post above.
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Hi @best2you, thanks for posting. I'm also tagging other pros who voiced similar feelings about preferring our old system where you paid to quote.
@jneville @Bayareacameragu @kharmabird1 @SHocking @CSUSA @MinisterMichael @TinaBFoto @DaveAlbrechtLaw @PastorHoward @tomdans @tshon @markbogarin @decoradore @Withinteriors @Keithcarter @Petehayden @DJStevie @CSUSA
I know that there have been a lot of big changes on Thumbtack recently, now that customers are seeing you instantly in search results. The major changes are behind us, which is great! But we’re constantly trying to improve the product as well, which is why your feedback is critical.
We’re going to keep moving forward with the new Thumbtack, and that’s because we’ve seen it work for a lot of pros and customers. In the old system, 80% of customers never saw a pro, so you were missing out on a lot of potential business. Now those customers are seeing pros instantly in search results.
We want this new system to work for you. If you were doing great work and succeeding on the old Thumbtack, I’m confident you can succeed on the new Thumbtack as well. So let me know what suggestions you have! Reply below and share your thoughts.
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Hi @HLAL and these other pros who suggested that we get more information from customers, like phone number or email address.
@Riosm28 @Thadstout @Spatespainting @ScottArcangel @HarmonyServices
Thanks for this suggestion - it’s one we hear often! For context, we did at one point try to require customers to leave their phone number. We found that it didn’t work, because customers really didn’t want to leave their number. Many simply left the site and never hired a pro. Those were jobs our pros were missing out on.
After looking into it further, we heard that customers wanted to wait to share their contact information until after they've initiated a conversation. It was at this point that they felt comfortable with pros having their phone number and email. And so that’s what we do today. We’re confident that this is the best solution for customers and the best way to attract the most customers to Thumbtack — so that you all can get hired as much as possible. I get why it might be frustrating, especially when the customer stops responding to your messages. But trust us when we say that the alternative would be worse for Thumbtack and worse for all of you in the long run.
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We’re still working on improvements to our system to make sure that promoting your business can work for all categories. We have a whole team here at Thumbtack devoted to making sure customers are providing the right information in each category, and that you’re paying a fair price to get in front of the customers you want.
Here are some of the category-specific points I’m passing along to our category experts that I’ve heard from you and other pros:
@CDCorno, you’d like to see more music categories, like French Horn and Brass
@Bk, you’d like your leads to be more specific in the catering category
@andresfranco, you’d like to be able to invest more in certain geographies
@Sphlouge, you’d like to see more levels in woodworking to distinguish your high end services
@Fabhealth19, you’d like to see better distinction between personal training and life & health coaching
@ndrevitchand @andresfranco, you’d like to have more control over the location of the leads you’re getting
@beckyspband @taxesrus, you’d like to distinguish between a mirror and a photo booth
@Metrote, you’d like to see budget categories in video production and streaming
@HarmonyServices, you’d like to see more direct categories in HVAC
@GerryR, you’d like us to separate metal roofing as its own category
@7718, you’d like to only promote your service when you’re supplying the carpet
If you’re reading this and you’re an events pro, check out this thread to share your feedback on your experience with promoting your business and share tips for success with other pros like you.
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I hear you that some categories are very competitive in certain areas. The best way to succeed in those markets is to boost your rank so that you appear as high as possible in those search results. Once you’ve filled out your profile , added prices , and gotten as many great reviews as you can, the next thing to focus on is accepting and responding to customer as quickly as you can. If you haven’t already, you should download our app to help make that easy. The last thing you can do is promote your business for the jobs you always want. You’ll get a rank boost for those jobs and along with a 20% discount, so you can get more of the leads you want for less.
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Hi @Withinteriors @SHocking @PaganoPhoto @TinaBFoto @PestbyMD @rgyanks @Studio92 @tomdans @tshon @OGreene and @DJStevie,
I’m sorry to hear that promoting your business isn’t working for you. We know it’s not right for every pro in every category yet. We’re constantly trying to improve our ranking algorithm and make sure that promoting your business is helping you get in front of more of the right customers.
If you’ve tried it and turned it off, we would love for you to reply below and tell us what category you tried and how you’d like to see it improve so that it’s more effective for you.
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Hi @SharonM7 and @HarmonyServices!
Congratulations on becoming a Top Pro! That’s a huge accomplishment, and keep up the good work!
Being a Top Pro does not directly affect your rank, but it means that you’re doing a lot of things right. To make Top Pro, you probably have a lot of great reviews, a strong profile, and respond quickly. All of these things will help you rank higher in search results.
In the current Top Pro program, you do not need to promote your business to earn Top Pro status ( see here for how to become a Top Pro ). We hosted a Q&A with our Top Pro manager last month, take a look for more information as well.
But we want the Top Pro program to evolve to reflect what makes pros successful on Thumbtack, so we would love your ideas for how to improve! Reply below and let us know what you think should be considered in your Top Pro status.
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It’s good that you’ve taken a look at the customer experience and know how you’re ranking! That’s a great first step toward improving your rank . I'm also tagging these pros who expressed frustration about where they're ranking @Petehayden @SharonM7
I know it’s frustrating if you’re appearing lower than expected , or if you can’t find yourself at all. First, I recommend adjusting the filters to see how the search results change when you look for the jobs you want. If you’re not satisfied, take a look at our product manager, Scott’s post in a previous Q&A about how to improve your rank.
Some categories are really competitive, so there could be up to 30 pros appearing in search results. And even if you have a great profile and quick response time, you might rank lower than you expected if lots of other pros are promoting their businesses.
Promoting your business is an effective way to boost your rank. I recommend trying it for specific jobs that you know you always want — and then add or remove preferences as you figure out what works for you.
If you’ve tried promoting your business and it’s not working for you, reply and let me know what you’d change about it to make it more effective for you!
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