How to use a waitlist to fill last-minute cancellations
A waitlist captures client interest when your schedule is full, then helps you fill cancellations quickly. When a slot opens, you contact waitlisted clients who wanted that time. The key is capturing preferences (dates, times, services) so you can match cancellations efficiently.
Why a waitlist matters
Cancellations are inevitable, but empty slots don't have to be. A waitlist helps you:
- Capture demand when you're fully booked instead of turning clients away
- Fill last-minute cancellations with people who actually want that time
- Reduce revenue loss from empty appointment slots
- Show clients you value their business even when unavailable
What to capture on your waitlist
A useful waitlist entry includes:
- Client contact details (so you can reach them quickly)
- Preferred dates and time ranges (not just "anytime"—get specifics)
- Services they want (so you know how long a slot needs to be)
- Team member preference if applicable
- Notes for any special requirements
The more specific the preferences, the easier it is to match waitlist entries with cancellations.
When to add someone to the waitlist
- When a client calls but no suitable appointments are available
- When online booking shows no availability for their preferred times
- When a regular client wants their usual slot but it's taken
- When someone enquires about a popular service during busy periods
Working the waitlist when cancellations happen
When a slot opens up:
- 1Check the waitlist for entries matching that date and time range
- 2Contact the best match first (consider how long they've been waiting)
- 3Give them a reasonable window to respond (a few hours, not days)
- 4If they can't make it, move to the next matching entry
- 5Convert the waitlist entry to an appointment once confirmed
Speed matters for same-day cancellations. Text messages typically get faster responses than emails or phone calls.
Keeping your waitlist clean
An outdated waitlist is useless. Regularly:
- Remove entries for dates that have passed
- Mark entries as "booked" when you convert them to appointments
- Follow up with people who've been waiting a long time
- Archive cancelled entries so you can track patterns
Online waitlist joining
Some booking systems let clients join the waitlist themselves when no appointments are available online. This:
- Captures interest without requiring a phone call
- Works outside your business hours
- Automatically collects the information you need
- Sends you a notification so you know someone is waiting
If your software supports this, consider enabling it for high-demand services.
Related features
Ready to try Bella Booking?
Start your free trial today. No credit card required.
Australian-owned business. Sydney-based support team.