How to Set Up a Grooming Waitlist System

Cancellations happen. Clients get sick, emergencies come up, schedules change. A cancelled appointment is lost revenue—unless you fill it.

A good waitlist system turns cancellations into opportunities. Clients who want earlier appointments get notified. Gaps fill quickly. Everyone wins.

Here’s how to set one up.

Why a Waitlist Matters

Revenue Recovery

A $60 cancelled appointment is $60 lost. Fill it, and it’s $60 saved.

Client Satisfaction

Clients waiting for appointments appreciate getting in sooner. A waitlist gives them a path to earlier service.

Reduced Stress

Instead of scrambling to fill gaps, you follow a system. Notification goes out, the slot fills (or doesn’t), and you move on.

Business Intelligence

Waitlist demand reveals capacity gaps. Consistently long waitlists may indicate you can raise prices or expand availability.

Manual Waitlist Basics

The simplest version requires only pen and paper.

What to Track

• Client name and contact information
• Pet name
• Service needed
• Time availability (morning only, afternoons, specific days, any time)
• Date added to waitlist

The Process

1. When a client requests an appointment but you’re booked, ask if they want to join the waitlist.
2. Record their information and preferences.
3. When a cancellation opens, check the waitlist.
4. Contact matching clients (by order added or best availability fit).
5. The first to confirm gets the slot.
6. Update the waitlist accordingly.

Simple but Limited

Manual systems work for small operations but become cumbersome as you grow. Checking availability, contacting multiple people, and tracking responses adds up quickly.

Digital Waitlist Options

Spreadsheet Approach

Using Google Sheets or Excel keeps information more organized than paper.

Create columns for:

• Date added
• Client name
• Phone or email
• Pet name
• Service
• Availability
• Priority or notes
• Status

Sort by date added or priority. Filter by availability when openings occur.

Grooming Software Waitlists

Many grooming platforms include built-in waitlist features that automate the process:

• Clients can add themselves to the waitlist
• Automatic notifications when slots open
• First-come confirmation
• Calendar integration

Keeping waitlist and scheduling in one system reduces errors and saves time.

Setting Up Your Waitlist

Step 1: Decide Your Criteria

Define who qualifies for the waitlist:

• Anyone wanting an earlier appointment
• Only clients with distant bookings
• New clients waiting for their first visit
• Regular clients needing to reschedule

Clarity prevents confusion later.

Step 2: Define Availability Categories

Create simple options clients can choose from:

• Any time
• Mornings only
• Afternoons only
• Specific days only
• Weekdays only
• Weekends only

This makes matching fast and accurate.

Step 3: Choose Your Notification Method

Decide how you’ll contact waitlisted clients:

• Text (fastest response rate)
• Phone call (more personal but time-consuming)
• Email (slowest response)

Text typically works best for last-minute openings.

Step 4: Set Response Expectations

Define how long clients have to respond before you move on:

• Same-day openings: 30–60 minutes
• Next-day openings: 2–4 hours
• Future openings: End of business day

Communicate this clearly when adding them to the list.

Step 5: Create a Clear Process

Document your workflow:

1. Cancellation received
2. Check waitlist for matching availability
3. Send notification to top 2–3 matches
4. First confirmed response gets the slot
5. Update waitlist and calendar
6. Notify others that the slot has been filled

Consistency is key.

Notification Templates

Same-Day Opening (Text)

Hi [Name]! We had a cancellation and have a [Time] opening today. Would that work for [Pet]? Let me know in the next 30 minutes. Thanks!

Future Opening (Text)

Good news! A [Day] at [Time] just opened up. This is earlier than your current [Date] appointment. Would you like to move up? Please let me know by [Deadline].

Mass Notification

Opening: [Day, Date, Time]. First to confirm gets it. Reply YES if interested.

Managing the Waitlist Fairly

First-Come vs. Best-Fit

A purely first-come system is simple—but not always ideal. Someone waiting a month may deserve priority over someone added yesterday.

Consider:

• Time on waitlist
• Urgency of need
• Client relationship
• Availability match quality

Transparency

Clients should understand how your system works. For example:

“We contact clients in order of when they joined the waitlist, based on matching availability.”

Clearing Old Entries

Waitlists become outdated. Clients may no longer need earlier appointments.

Periodically:

• Verify continued interest
• Remove entries older than 30–60 days
• Clean up non-responsive contacts

Automated Waitlist Systems

How Automation Helps

• Automatic matching to open slots
• Client self-service join/leave options
• First-click confirmation
• Direct calendar integration

Automation reduces manual follow-up and human error.

What to Look For in Software

• Built-in waitlist feature
• Automatic matching to cancellations
• Text or email notification automation
• Easy client management tools

Advanced Waitlist Strategies

Priority Tiers

Not all waitlist entries are equal. Consider assigning priority levels:

• VIP clients
• Long-term waiters
• Highly flexible clients
• Special-case needs

Contact higher-priority tiers first when openings appear.

Service-Specific Waitlists

Maintain separate lists for:

• Full grooms
• Bath-only services
• Puppy appointments

Match cancellations to the appropriate list.

Last-Minute Discounts

For difficult same-day openings, offer a small discount to waitlisted clients. Filling the slot at a slight discount is better than leaving it empty.

Common Waitlist Problems

No Responses

Clients join the waitlist but don’t respond to offers.

Solution:
Set clear response expectations and remove repeat non-responders.

Wrong Matches

Offering morning slots to afternoon-only clients wastes time.

Solution:
Track availability carefully and filter before contacting.

Stale List

Clients who no longer want earlier appointments stay on the list.

Solution:
Verify interest every 30–60 days and remove inactive entries.

Over-Promising

Clients assume waitlist placement guarantees an earlier appointment.

Solution:
Clearly explain that waitlist placement provides notification—not guaranteed availability.

Measuring Waitlist Success

Key Metrics to Track

• Percentage of cancellations filled via waitlist (aim for 50% or higher)
• Average time on waitlist before placement
• Notification response rate
• Client satisfaction with the process

What the Data Tells You

• High fill rates = your system works
• Long wait times = potential need for more capacity
• Low response rates = notification method needs improvement

Frequently Asked Questions

Should I Charge to Be on the Waitlist?

No. Free waitlists reduce friction. Charging creates resentment for a system that benefits your business as well.

How Many People Should I Contact for Each Opening?

For last-minute openings, contact 2–3 clients simultaneously. For future openings, start with one and move down the list if there’s no response.

What If a Client Wants to Keep Their Original Appointment?

That’s their choice. They can remain on the waitlist for an earlier slot or accept the earlier appointment and release the later one.

Should Waitlist Clients Get Priority Over New Appointment Requests?

Generally yes—they’ve been waiting. However, use judgment. A loyal regular calling for tomorrow shouldn’t automatically be turned away.

How Do I Handle Clients Who Abuse the Waitlist?

If clients repeatedly join and never respond—or consistently decline offers—remove them politely and notify them of the change.