@Kameron, thank you for your response. I figure that was the case. Since the solution is customer-centric, understandably, can we explore how we can possibly improve the scenario for the Pro? Follow ups is the norm for any sales. If the pipeline is overwhelming by instant match and job requests, then of course it wouldn't be as much of a concern to the overall business. But with numbers quickly dwindling (with other factors to consider, time of year, season for my service is not on high dematnd, etc.), follow ups are even more crucial. And being blocked by the ability to do so removes any possibility that there could even be a pipeline source in this particular system. So the next instinct is to seek other means of acquiring leads. The 48 hour follow up directly from Thumbtack is great, but not personalized. If I was the customer, I wouldn't be skeptical, but also I'd feel somewhat removed, a step away, from the Pro -- the one who will be invited into the home. My services are always in the customer's homes, so the repoire starts at the initial impression and is built through communication. The natural exchange would be between the Pro and the Customer. If the Customer is set up to be overwhelmed by the Pros, then the Pro that did show up via instant match or not, was already positioned to be blocked by being part of a negative, initial experience. There must be a way to harmonize the Customer experience and the Pro's ability to build the relationship with the client. Let's figure it out together, I just realize that I don't have a business here if it's left as is. Which is incredible, because my business success on leads and customer base, is solely from Thumbtack. Granted I just started in July, but it's been awesome and I'd love to continue to build my business, but, I'm finding myself looking for more and more alternatives to market and operate. Thank you again for your response and your efforts to continue to improve and up the game, while involving the Pros.
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It looks like the customers are finding our services, and we have climbed the ranks well. However, we have seen a decline in the numbers of customers overall on our primary service on Instant Match since October/November and still declining up to now. What could this be attributed to? I'll mention this as a possible cause, in case it's a factor since the timing of the ranks and search changes happened around the same time ... I'm currently blocked to respond due to "waiting for the customer to respond. I'd love to be able to follow up on a few instant match quotes. Follow ups are golden in being able to land a client. So there may be a correlation to the lower numbers, or there may not. Feedback is appreciated and perhaps a game plan to improve it. Thank you!
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