In the salon business, business owners face both good problems and bad ones.
Things like unmanageable debt and not having a rainy day fund, low foot traffic, and decreasing margins are examples of problems you don’t want to run into.
On the other hand, there are also issues that many people would deem as good problems.
Having too many clients booking your services is one such example. Books that are overflowing with appointments can be stressful, but it’s ultimately a good problem to have because it means that your services are in demand.
And one of the great things about having too many clients is there is actually a simple solution to help make things more manageable.
Enter the waitlist for salons.
In this article, we’ll cover everything you need to know about salon waitlists. It will cover things like what a waitlist is, how it works, plus how to manage and promote it.
Read on below to get started!
In the context of personal services, a waitlist pertains to a document or database that lists clients that want to book a service appointment, but whose desired slots are currently filled. Commonly used in salons, spas, and barbershops, a waitlist serves as a holding space where clients can wait to see if the slot they want to book opens up.
The specific inner workings of a waitlist will vary depending on the process and policies of the salon, spa, or barbershop. Generally speaking, you can expect a waitlist to work in a number of ways.
One option is for you or one of your team members to add clients to the salon waitlist. This typically happens when you have clients who call in to make an appointment. This method can also work for walk-in clients who don’t mind waiting to see if a spot becomes available.
For this to work, you need a scheduling or waitlist app for nail salons, hair establishments, spas, or barber shops. The software would typically have a waitlist feature that enables users to enter the client’s name, phone number, email, desired appointment schedule, and service.
You can also give clients the ability to add themselves to your waitlist. This option only works if you already have a self-service booking portal in place. If your beauty salon software has a waitlist feature, it should enable you to add a button that allows potential clients to add themselves to the list.
Pro tip: Did you know that Booksy lets you do both? With our salon management software, you can easily turn on the Waitlist functionality, which then enables you to add clients to your waitlist. The feature also works on your Booksy booking site, so people can add themselves to the waitlist as well.
Adding people to your waitlist is just the first step. Once they’re in, be sure to notify clients that they’ve successfully been added to the waitlist.
This message (which can come in the form of an email, text message or both) should also contain information on next steps, what customers can expect, and what they should do if there is an available time slot.
If a waitlisted time slot opens up — either because a client cancels or reschedules — your waitlisting system should automatically notify people on the waitlist about the slot’s availability. Typically, your waitlist solution sends this notification to everyone waiting on that specific slot. The slot will then be filled on a first-come, first-served basis.
This waitlist notification is time-sensitive, so it’s recommended that you enable both SMS and email notifications. You want clients to immediately get a heads up when a slot opens up, so they can book it before someone else does.
Now that we’ve covered the fundamentals of having a waitlist for salons and how it works, let’s take a look at the benefits you’ll gain out of having one in your business.
No-shows as well as last-minute reschedule and appointment cancellations are major headaches for any service provider. For starters, these things can wreak havoc on your schedule. Most stylists and hairdressers plan their workdays around client appointments, and there’s nothing worse than setting aside time for an activity only for it to be canceled unexpectedly.
Not to mention, no-shows and cancelations represent missed sales and revenue opportunities.
Having a waiting list can help alleviate these issues. If you have clients waiting to secure an appointment the moment it becomes available, you don’t have to worry about missing out on bookings and sales opportunities.
Having a waitlist gives clients more opportunities to work with you and your team, so they don’t have to miss out on your offerings. This leads to a better business experience.
In the same vein, a waitlist also improves the experience of booking and waiting for an appointment. Because clients are automatically notified when a slot becomes available, they don’t have to feel uncertain, nor do they have to call and manually check-in with you.
A waitlist can also come in handy when you want to better handle your location’s foot traffic, particularly for walk-ins. If a walk-in client wants to wait for an appointment to open up, you can simply add them to your waitlist and automatically notify them of any changes. In doing so, clients don’t have to linger at your location; they can simply wait for any openings, book their service, and come in at the appropriate time.
This is particularly useful in the age of COVID-19 when you’re getting back to business. There’s a lot of pent-up demand from consumers wanting to book their hair, beauty, and wellness services. A waitlist can keep traffic at bay and can help enforce your social distancing policies.
Your waitlist shows you which services, people, and time slots are likely to be fully booked, which can then inform your business decisions.
For example, if you notice that there are more people on the waitlist during the early hours of the day, then you may decide to schedule additional shifts in the morning to accommodate higher client volume.
Are clients always getting waitlisted when booking a specific service? Then consider hiring a new stylist who specializes in that offering so that your salon can serve more clients.
In some cases, your waitlist can help improve how clients perceive your salon. Being fully booked signals that your services are in high demand, which can drive urgency and increase people’s desire to secure an appointment.
Here’s an example from GG Brows that has very cleverly used this tactic!
Once you’ve set up your waitlist, be sure to inform and educate your clients about it. Some people will likely have questions about how the process works, especially if they’ve never been waitlisted before.
Here are some of the ways that you can educate your clients and answer their questions about your waitlist.
Verbally inform clients about your waitlisting program. If you have clients trying to book an unavailable appointment slot in person or over the phone, bring up your waitlist and tell them all about how it works.
The subject can also be brought up while you’re servicing the client at your salon. You could, for example, say something along the lines of…
“It’s fortunate that you were able to book this time, as this slot is usually one of the first ones to get filled. If you ever try to book an unavailable time in the future, don’t worry — you can just get on our waitlist!”
Add a waitlist section to your salon policies discussing how the service works. Be sure to list the steps clients need to take to get on your waitlist. Also, remember to keep an eye out for your notifications to make sure they don’t miss a chance to book an appointment.
It also helps to print out information about your waitlist and display them in your salon. Set it up at the front desk or even at specific stations so any clients who come in are aware that they have the option to get on your waitlist.
A waitlist is a valuable tool for salon owners and clients alike, so make it a point to market and promote the program. Here are some ideas on how to do just that.
Once your waiting list is set up, send your existing clients an email letting them know that they can get on a list in the event that their preferred booking slot is already taken. Here’s a quick sample to give you an idea of what to say:
Hi [NAME] —
Good news: we just introduced a new waitlist feature at the salon!
If you book a service but your preferred appointment time isn’t available, you can now choose to get on the list and we’ll notify you as soon as the slot opens up.
Head to our booking page to schedule your next appointment. And remember, if the time you want isn’t free, simply fill out the waitlist form and we’ll give you a heads up if the appointment becomes available.
Hope to see you soon!
Pro tip: Did you know that Booksy has blank and customizable email templates? If you want to write an email to your clients, you can do so with just a few clicks. Booksy enables you to segment your list and set parameters, such as only sending emails to clients who’ve booked specific services or who visited you within a given time frame.
Don’t forget to market your waitlist to your social media fans and followers. Create a dedicated post announcing the feature, and talk about how people can get on the list. Check out this example from Boho Blonde By Mel Groza. The post is clear and straightforward, with the words “Salon Wait List” displayed clearly on the image.
Another idea? Create a video post or Instagram Reel demonstrating the feature. You can shoot a video showing your online booking portal and the steps users need to take to get on your waitlist.
You could also use your booking portal to spread the word about your waitlist. If your booking page has a section for your announcements or policies, use it to explain your waitlist process to clients.
Now let’s talk about a few best practices for implementing a waitlist for salons, spas, or barbershops.
While you can technically keep a manual waitlist — i.e., one where you use a physical appointment book or spreadsheet — this option is highly cumbersome and impractical. It’s far better to use technology to implement and manage your waitlist.
Modern appointment scheduling software like Booksy (which comes with robust waitlisting capabilities) can streamline the process by automating notifications and bookings. What’s more, using a waitlist app for hair and nail salons, spas, and barbershops also enables a self-service option that allows clients to put themselves on your list.
When a spot opens up, you typically have to set a timeframe that gives waitlisted clients the opportunity to secure the appointment. Once that timeframe passes, the slot becomes available to the public.
When setting this window, it’s recommended that you choose a limited wait time frame (not more than an hour) to drive a sense of urgency as well as to ensure that the slot is booked ASAP.
A waitlist isn’t something you just set and forget. Check it throughout the day to see how many people are on the list and what services they’d like to book. In some cases, you may be able to adjust your activities based on who’s on the list.
Let’s say a client is waiting on a haircut appointment with a specific stylist, and it just so happens that you have another team member who could perform the service. One thing you could do is call the waitlisted client and ask if they’d be interested in booking with a different stylist so they can be accommodated at their preferred time.
A waitlist is an incredibly helpful tool for salons, so if you haven’t done so yet, set one up right away. Your clients will thank you for it!
Need help in this area? Booksy's waitlist capabilities have you covered. Try it for free today!
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