What customers are telling us
When Danna and I decided to embark on this HeyThrivy adventure, we felt like we understood the pain pretty well but there was this lingering thought that we might just be trying to design for our own perfect realities. Kind of like how I firmly and passionately believe that seats at concerts should be sectioned according to height. 5’0 and under? You get the option to sit up front. 6’8 and blocking my view of everything through no fault of your own? You still have a bird's eye view seated one section back. Would be nice, but that’s just not how our society functions.
So we kicked off a series of customer feedback sessions and a broad survey, in the hopes of validating that this was a real problem for others and learning what types of services would be the most important things for potential customers in the Seattle/Bellevue areas. Here’s what we learned.
1. Not everybody needs a personal assistant.
It’s true! We are building a company to offer personal assistants at scale and we will be the first to say this. For a good chunk of my adult life, I would have fallen firmly in that camp. Much like not everyone needs a monster truck, or running shoes, it really depends on someone’s priorities, circumstance, financial flexibility. Okay the running shoes might be controversial but I am still confounded with the idea of running a marathon for fun.
2. Not everybody needs a personal assistant all of the time.
This was not surprising to hear and was actually a common theme. For many people, the idea of having a full time personal assistant feels like overkill and that’s more than they want to pay for or need. We heard that loud and clear and have designed our services to be subscription based so you can tap in for the months you need it and tap out for the months you don’t. Maybe you just want help for your busy season at work, or during the holidays, or during the month that you are moving. Maybe after bringing a new baby into the family or during a family member’s hospital stay or during your three-month sabbatical overseas. We’ve got you covered.
3. The need for help with small businesses is high.
Many of our clients spoke about needing help with some of the business tasks like getting a new office set up, or planning a meal for a team event, or even setting up a new website. This feedback definitely shaped the way we thought about our services and over time we will be bringing in Business Assistants who have the skills to help where needed.
4. Personal Assistants must be more than just order takers to make it worth the money.
Oh Nelly, do we agree here. As a matter of fact, we have struggled with what to call this role as “Personal Assistant” feels a little antiquated but “General Contractor for your life” or “Life Concierge” feel a bit grandiose. It’s important to us that our Personal Assistants are not only proactive and organized, but also backed by the HeyThrivy team to tap into a broad array of skills such as event planning, relocation, vacation packages, meal planning, and vendor sourcing.
We wanted to thank everyone who has taken the time so far to talk with us and give us such great, detailed feedback. We aren’t stopping here and will continue to solicit your thoughts and feedback on how we can build our services to be the best they can be for you. And of course, please feel free to email me or Danna at any time, we'd love to hear from you!