Have you ever been in the need of some helping hands? No matter if it was for heavy lifting, setting up your brand new computer or just assembling some IKEA furniture because – let’s be honest – you got confused by the instructions? Yeah, me too. Not that long ago some new stuff was delivered and it was almost too late when I realized that I need more than just a screwdriver and myself to get this become a solid bed. I was scared of sleeping in it because it might have collapsed every other second.
Same goes for setting up your brand new computer or tablet. It happens quite often that, no matter what generation, people fear doing those tasks just because technology is evolving so fast and it would be a full time job to follow along.
I used to be one of those tech savvy guys in the family that everyone ran to no matter what the problem. Don’t ask me how many times I’ve faced the statement „Help! My computer is broken!“ or something like
You are so smart, can’t you help me with this?
Even though companies preach simplicity and cut on all ends to make their products more slim and more Web 2.0, they often forget about UX, the User Experience. Moreover the problem is that there are so many generations using these products that they end up with an information overflow almost all the time.
Today, you don’t need just the smart kid but experts. Not that these kids just vanished or you stopped trusting them, they just don’t know how to do it anymore.
When I faced some deeper WiFi problem at my parents house, I was unable to fix it first hand. Not every house is big enough for two routers and some deeper networking, but it is a great example to show that the smart kiddo is smart, but not a networking professional with a great understanding for WiFi access points and device roaming. I am sure some people doing this on an ongoing basis would’ve hit the solution right away.
Okay, I just talked about tech. Why? Pretty easy answer – I just know that shit! But what about stuff like moving help or bicycle repair as well as handymen services?
A friend of mine needed to move a while ago. He is a very talented person, but just as much as talented he is a manager personality. Instead of spending hours to do stuff on his own or even days to move his belongings by himself, he just goes out and asks people to help or even do it for him.
Some would call this lazy, I call this problem solving. Instead of wasting hours he get’s more done quicker – in return for money.
When the day came and he waited for some friends to move the furniture, 50% of the people didn’t show up cuz they were hung-over from the day before or still celebrating.
Another day he needed to work but handymen services dated themselves from 7 a.m to 4 p.m. to work on some internet connection wiring. After taking a day off and swapping with a few collegues, waiting all day and getting more and more pissed, no one showed up. Some jobs took longer than expected they said. They will be around in 2 days they said. Needless to say what this costed in nerves as well as money. In the end, they showed up, were unfriendly and another friend needed to help with a resetup of the router – it just didn’t work as expected after all.
Needless to say we have a problem. You can’t get mad at your friends for not showing up to a friendship-service and you can’t influence handymen.
But what can be done against that? There are services like myhammer and TaskRabbit, but they are not that helpful or not even active in our country. They also often lack in convenience and the fact that people tend to go for cheapest – which destroys the market. Bad service is not a matter of everyone sucks but pricing and intransparency on the market.
It’s also so unpersonal, especially you most often end up with some off-shore companies with cheap labour and even cheaper materials. They are just not focussed on customer service and a great experience but surviving and getting the most out of the dumping charge.
Here is where we think we found a good way to support people get their stuff done. We want to build a marketplace with a focus on experience and the customer. No more price-battles – we define prices. No more intransparency – we focus on ratings by our clients and ourselves. Yes – ourselves. We believe that people just rating our partner don’t ask for the exact help on a daily basis, so they should focus on what they feel about it and how the service was delivered. After checking proof of work pictures and validating the rating of the customer, we then add a second rating which get’s calculated into the customers one, based on experience and performed by professionals doing this all day long.
The client is the king and the problem we see is directly linked to what Uber saw in the cab ecomony:
It was no longer about the service but just getting the job done.
Another focus of ours is to get the service performed instantly. When I realize I need help I don’t want to make appointments in the next two weeks and wait for days to get it done. When I call for help, I want it in that moment and am free this exact moment. Think of calling a friend: You don’t ask them to go out or anything in two weeks but today. It’s just convenient.
AIDEN is location based. When customers ask for helping hands, we check if a partner is around and if he accepts, we send him to the customer right away. It’s like a waiter in a restaurant:
Raise your hand and get what you desire.
But let’s be honest: You don’t know this person. Do you really want to hand him your credit card or even get yelled at because of you don’t have enough cash with you? Best example unlocking your door when you forgot your key inside. I don’t.
That’s why we process payments and pay-out the partners. See us like PayPal for services. We take care of you when you have a problem, and we take care your data is stored at a safe location. Especially I hate to transport cash – that’s what I adore the USA for. They can use their Credit Card almost anywhere, and this makes them such a powerful tool. Why always carrying a batch of valuable money with you if it could be seurely stored with a bank (okay, we all hate banks but anyways, safer than on your pocket, right?) and locked by a pin code and plastic card? It’s lighter as well.
Compliance problem with the partner? Just let us know and we take care of this. We want to be trusted by you, so we do trust you to not abuse this to try get rid of charges. You won’t anyways – it’s not that we just refund all the time. We are more like a man in the middle, trying to be valuable for you as a customer and the partner for a trusted professional with great skills.
It is hard to describe a problem as trivial but as complex as what we are trying to solve in an easy to understand way. I hope I did quite well anyways. If you have any questions, let me know, I am more than happy to answer every single one!