[Judgmentality]

Once your customers build a relationship with one of your mechanics, what's to stop them from contacting them directly? I know Homejoy had this problem where customers would just contact cleaners directly to avoid the service fee. Or are your mechanics employees instead of contract workers?

[khallil]

So far we have seen no signs of leakage, and we've been monitoring it closely.

A few reasons why leakage doesn't happen:

- Unlike cleaning, this isn't a weekly service, so the incentive is less.

- When our mechanics communicate with customers it gets routed through a Fiix phone number and/or 'business cards' with direct links to re-book them

- Mechanics have also expressed that they don't want customers having their personal phone numbers because it actually takes long to quote out a customer (we've built software to do this instantly).

- Because we do a high volume of repairs, we can get better parts costs than mechanics could on their own

- By going through Fiix, the mechanic gets 'de-risked' as even if the customer complains, or things go wrong, they still get paid

[nstart]

> Because we do a high volume of repairs, we can get better parts costs than mechanics could on their own

That's a massive plus point for all parties involved. Congrats on nailing that aspect