At Thumbtack, we’re always trying to improve the experience for professionals because we don’t succeed if they don’t succeed.
But we don’t always get it right.
Last week was one of those times. We announced a change in the way pros could purchase credits on Thumbtack, removing the option to purchase credits on an individual basis. We did this to set up new pros for long-term success, but we missed the mark, underestimating the impact this would have on pros who were already familiar with Thumbtack.
What we didn’t realize then (and what we certainly appreciate now) is just how much experienced pros value the freedom of choosing how and when to spend on Thumbtack. You understand what works best for your business, and you know how your business works best on Thumbtack.
That’s why, as of today, we’re rolling back this change for all Thumbtack professionals. All new pros will still be asked to purchase an introductory bulk credit package to ensure that we’re only adding committed professionals to Thumbtack—ones who are serious about finding success with us. If your business is already on Thumbtack, you can purchase credits however best suits you, either in bulk or individually.
Thank you for sharing your opinion.
You spoke up, and we heard you. You told us that the timing of the change was too abrupt. You told us that you, better than anyone else, knew how you wanted to spend on your business. You let us know that this feature was important. And you were right.
So let’s continue this conversation.
Email us at email@example.com to let us know what you think about this change, or if you have other ideas for how Thumbtack can help you succeed.
And finally, I want to thank you for using Thumbtack. We’re trying to change the game—creating a brand new way for businesses to meet customers isn’t easy, and as we’ve seen, we won’t always get it perfect. But together, I’m confident we can make it happen.