Thumbtack isn’t just for sole proprietors and businesses getting started—plenty of large established companies with dozens of employees use Thumbtack as well. Masters Services—a multi-state organization—uses Thumbtack to land jobs in three of its major offices. The company’s Dallas/Fort Worth, Denver, and Houston, branches all rely on Thumbtack to stay connected. They offer wildlife removal and pest control, dryer vent cleaning, and all things related to chimney and fireplace repair, installation, replacement, and renovation.
Master Services representative Megan Wilbanks talked to us about how Thumbtack works for her multi-state organization and their multitude of employees.
What’s the key to Thumbtack success for a multi-state business?
We work hard to reply as rapidly as possible to customer requests. When customers contact Thumbtack, it’s because they have a problem right in front of them. It’s something that’s been on their mind, and they’re looking to do something about it immediately. We also make sure to provide accurate information that is specific to the area the customer is in.
How much of your work is from Thumbtack?
We set between 2 and 5 appointments a day for new estimates from customers who found us on Thumbtack. We have been members of Thumbtack since shortly after the site began.
What are your top tips for expanding business on Thumbtack?
Respond as a real person. Try and avoid copy and paste answers. While those work to get out a rapid response when you’re busy, customers are more likely to respond to someone who speaks to their exact concerns and addresses them by name. You become a real person, and that is much easier for a customer to hire when they are trying to get something done inside their home.
Also, be sure to use the lead to your full advantage. If they provide their phone number following the initial response, then by all means give them a call. That person is a “hot prospect.” They want someone to contact them and they want the situation handled right away!
What are your tips for writing winning quotes?
As covered above, be as real and as responsive to their exact problem that you can be, and make sure to look for that phone number and give them a call. Address the customer by name and sign yours—be a real person who is there to help them with their problem, not just an advertisement for your company.
Any specific advice for other pest/wildlife control specialists on the site?
Do your best, be honest with your customers on your dealings with wild animals, and work to solve the problem humanely. Be upfront with them if you are not able to service them within their requested time—remember that in most cases, to them this is an emergency in their home.
Any advice for other large companies just getting started on Thumbtack?
SEND QUOTES! Give responses telling the customer how you stand out from the competition. Don’t be afraid of answering customers’ questions. If you have to get more information from them before you can answer their questions, don’t be afraid to ask your own questions.
People that come to Thumbtack are wanting service. All you have to do is explain how your company is going to handle their problem—and then really handle the problem.
Get reviews from your customers. Reviews are gold! We have heard many times over that people chose us over another simply based on a higher review count and rating. Don’t be afraid to ask people to tell you how they feel about the service you provided.
Last, but not least, respond to their reviews! Thank them for taking the time to write them, and if it’s not a great review, don’t be afraid to fix things.
How has Thumbtack grown your business to date?
Thumbtack has added appointments to our schedule on a weekly basis. We greatly enjoy the service!
What other tools do you use to market your company?
We blog about our services at www.mastersservices.com, as well as using Facebook and other local resources for promoting the services we offer.
How do you manage distributing jobs across the nation from one site?
We are a family-owned and operated company and have a call center that takes incoming calls. We treat Thumbtack leads with the same importance in terms of response time.
What are some of your most rewarding jobs from Thumbtack?
We have had many jobs who contacted us through Thumbtack because they knew something was wrong and needed help on an immediate basis.
The most recent that comes to mind was a woman who thought she had a bird in her chimney because she heard “chirping.” We were able to get out to her home within 24 hours and found what we suspected—a new mother raccoon and her litter of kits. We were able to safely remove the kits from the chimney, get them reunited with their mother, and then get them safely relocated. We also installed a chimney cap with an animal guard on her chimney to ensure that no raccoons took up residence in the future.
See More Pro Tips