A well-managed waitlist turns cancelled spots into filled spots automatically. A poorly managed one frustrates members and loses revenue. Here is how to do it right.
1. Cap slightly below capacity
If your class fits 16, cap it at 14. This creates natural scarcity ("2 spots left!") and builds the waitlist faster. Release the extra 2 spots 24 hours before class if the waitlist has people on it.
2. Auto-promote, do not ask
When a spot opens, the first person on the waitlist should be automatically booked and notified — not asked "do you want this spot?" Every confirmation step adds friction and delay. Auto-promote with a notification: "You're in! Strength Class tomorrow at 6am."
3. Set a waitlist expiry
If the auto-promoted member does not confirm within 2 hours, release the spot to the next person. Do not let one unresponsive person block the entire waitlist.
4. Show waitlist position
Members want to know if they are #1 or #12 on the waitlist. Show the position in the app so they can plan accordingly.
5. Track waitlist conversion
What percentage of waitlisted members end up attending? If it is below 60%, your waitlist process has friction. If it is above 80%, your capacity management is working perfectly.
KOLLABO OS waitlists auto-promote, show position, and track conversion — all built in. See how it works