Who Owns Your Customers?
You spent years earning their trust. They search for you by name. But when they book, Fresha shows them three competitors.
Your customer. Their profit.
This isn't a bug. It's the business model.
The Discovery Myth
Marketplaces promise "discovery." Here's what actually happens:
Customer finds YOU
Via Google, Instagram, word of mouth. YOU earned this.
They decide to book
"Book Now" redirects to Fresha/Booksy.
Now they're in the marketplace
Competitors advertised. Commission charged.
Discovery already happened.
The marketplace isn't helping you get found. It's inserting itself AFTER. You spent years building a path to your door. Then someone built a toll booth on YOUR path—and started handing out maps to your competitors.
The playbook: Amazon used seller data to launch competing products. DoorDash promised access, then charged 30%. Now Fresha and Booksy intercept YOUR customers at booking.
Source: BrightLocal 2025
When Marketplaces Make Sense (And When They Don't)
The value equation flips. Most businesses don't realize until it's too late.
Marketplaces Help
When you need:
Instant legitimacy
Discovery for unknown businesses
No upfront capital
What you get: Real value. Bookings you wouldn't get otherwise.
The Flip
What changed:
• 80%+ bookings are repeats/referrals
• Strong Google Maps presence
• Active social following
But you're still:
• Paying commission on customers who already know you
• Building THEIR brand equity
• Feeding them your data
The realization: They're not bringing customers. They're intercepting them.
The Lock-In
Why you can't leave:
Review Hostage
500+ reviews trapped. Can't export.
Customer Data
They control it. Can't migrate.
Habit & Inertia
"Just send the Fresha link" is muscle memory.
Sunk Cost
"We've invested so much time..."
While you're locked in:
Showing competitors to YOUR customers
Increasing commissions
Building THEIR moat with YOUR data
We've Seen This Before
This is THE playbook for marketplace platforms.
Attract
"Partner with us! Great terms!"
Build critical mass, create network effects, become the default.
Extract
"Everyone's here now."
Raise rates, add fees, control visibility, lock in data.
Replace
"We don't need you."
Launch competing services, algorithmic downranking, race to bottom.
Examples
Amazon
Analyzed seller data. Launched Amazon Basics. Gave it preferential placement. Original sellers buried.
DoorDash
Started at 15%, now 30%+. Owns customer relationships. Restaurants work harder for less.
Uber
Decreased driver pay. Algorithm controls rides. Drivers absorb all risk.
Timeline
Why would Fresha/Booksy be different?
They're VC-backed. Need massive returns. Control your customers. Have all the leverage. The playbook is clear.
Will you wait to find out?
Own Your Business. Don't Rent It.
There's a different model. One where success compounds for YOU.
Marketplace = Renting
Customer Ownership
- • They own the relationship
- • They control communication
Reviews
- • Trapped on their platform
- • Can't move to Google
Revenue Model
- • 10% commission on EVERY booking
- • Zero equity built
Brand
- • Look like everyone else
- • Commoditized
After 10 years:
$120K spent, zero equity
Askie = Owning
Customer Ownership
- • You own all customer data
- • Direct communication
Reviews
- • Reviews on Google (portable)
- • No platform lock-in
Revenue Model
- • Flat fee, no commissions
- • Build equity
Brand
- • Your brand, your way
- • Differentiate
After 10 years:
~$3K invested, full ownership
One is extraction. One is foundation.
Making the Switch
"But I have 500 reviews on Fresha!"
→ Keep Fresha. Add Askie alongside. Gradually shift customers. Build Google reviews in parallel.
"My customers are used to the app!"
→ They'll adapt in one booking. Most just want easy booking. Loyal customers follow YOU.
"Setup time?"
→ 2 minutes. Start taking bookings same day.
Ready to Own Your Customer Relationships?
Discover how Askie can help your business thrive independently