Pilates on the Bay: Filling Every Last-Minute Spot
How an automated waitlist system reduced the late cancel/no-show rate by 60% and recovered hundreds in lost revenue.
THE CHALLENGE
The Frustration of Last-Minute Empty Reformers
Pilates on the Bay's most popular classes were always fully booked with long waitlists. However, when someone cancelled at the last minute, it was a frantic, manual scramble for staff to call or text people on the waitlist. More often than not, the spot went unfilled, resulting in lost revenue and a frustrating experience for waitlisted clients.
Key Pain Points
- Revenue lost from unfilled spots due to late cancellations.
- Staff wasting valuable time manually managing waitlists.
- Clients on the waitlist were frustrated by the slow, unreliable process.
- Popular classes running with empty reformers, despite high demand.
- Inability to enforce late-cancellation fee policy effectively.
THE SOLUTION
Intelligent Automated Waitlisting
We leveraged the power of the studio's existing booking software to implement a fully automated waitlist opt-in system. When a spot opens up, the system automatically notifies the first person on the waitlist via SMS and/or push notification. They have a short window to accept before the system automatically offers the spot to the next person in line, ensuring spots are filled quickly and fairly with zero manual effort.
System Configuration & Logic
1 WeekWe configured the booking software's waitlist settings, defining the notification window (e.g., 15 minutes to respond), the communication channels (SMS and push notification), and the automated escalation process.
Client Communication & Rollout
1 WeekWe drafted clear communications (emails, social posts, in-studio signage) to educate clients on how the new, fairer automated system works, encouraging them to opt-in for notifications.
Monitoring & Analysis
2 WeeksAfter launching the system, we closely monitored the waitlist conversion rate, the average time to fill a spot, and client feedback to ensure the system was working seamlessly.
Technologies & Tools Used
IMPLEMENTATION TIMELINE
System Configured & Tested
All automation rules and message templates were set up and tested internally to ensure the logic was sound.
Client Rollout
The system was activated, and the client education campaign was launched to inform everyone of the new process.
Performance Monitoring
We analyzed the data from the first two weeks, confirming a high success rate in automatically filling last-minute spots.
THE RESULTS
The automated system completely solved the problem of unfilled last-minute spots, recovering lost revenue and dramatically improving efficiency.
Efficiency & Revenue
Unfilled Late-Cancel Spots per Week
Admin Time Managing Waitlists
Estimated Weekly Recovered Revenue
Client Experience
Avg. Time to Fill a Waitlist Spot
Client Complaints re: Waitlists
"The automated waitlist is pure magic. Our staff are freed up, our clients love the fair and instant notifications, and our classes are consistently full. It's a small change that has had a massive impact on our daily operations and profitability."
KEY LEARNINGS
The Best Features are Often Hidden
Many businesses are only using 20% of their software's capability. A deep dive into our booking software's features unlocked immense value.
Clear Communication Prevents Confusion
Proactively telling clients how the new, better system works was key to getting their buy-in and avoiding frustration.
Automate to Elevate Human Interaction
By automating the tedious task of managing waitlists, staff were freed up to have more meaningful, positive interactions with clients in the studio.
WHAT'S NEXT
With the waitlist optimized, other operational friction points can be addressed through automation.
- Automate notifications for expiring credit cards to prevent payment failures.
- Create an automated 'first-timer info' SMS sent the day before a client's first class.
- Implement automated follow-ups for clients who haven't attended in 30 days.
READY FOR YOURTRANSFORMATION?
Let's discuss how we can create similar results for your business.