WHEN SUCCESS IS A PROBLEM – TURNING AWAY RUNNERS

Many races are closing out at record paces these days. While reaching capacity may be seen as an enviable position by most race organizers, it brings its own unique set of challenges.

Organizers whose races are selling out in extremely short time periods (i.e., less than a week) are forced to decide upon the fairest method to conduct registration. Should it be first come, first served? A lottery? A blend of both approaches? What do you do with families or groups that want “all in or none in”? Additionally, given the advent of online registration, registering for a race has become a "technological" challenge for runners seeking entry these days.

A second issue is the tendency of friends, family, sponsors, residents, and longstanding participants to expect “special treatment.” In their minds, their connection to you and/or the event should make them an exception to the rules. Although aware the race is sold out, they are certain to plead with you to “squeeze them in.” It becomes a very political decision as to when you do and do not grant these requests. What personal and professional repercussions will you face? How many spots do you need to reserve for these people?

Perhaps the hardest part of a sold-out race though is dealing with the disappointment of those who are turned away. While most simply move on, resolved to register earlier next year, some make a point of voicing their frustration. The bitter emails, calls, and letters inevitably make their way to you, the race director, and they can be very deflating. Rather than reveling in your own success, you are now wallowing in others’ disappointment.

So, what is the answer?

Frankly, I am not sure I have one. Those of us in this position are victims of our own success. Ironically, putting runners on notice and communicating as much as possible that your race will sell out quickly can both help and hurt the situation as you are even more so creating a greater sense of urgency to the running community and thus a "rush" once online registration officially opens. 

If you have a field size limit of 5,000 runners but 10,000 want in, you are going to disappoint 5,000 people no matter what method you choose. My advice is this: Obtain input from as many people as you reasonably can and then formulate your own opinions on what the “fairest approach” is. Communicate this process to everyone on your team, making any necessary adjustments, and then implement it. Avoid the temptation to back down or change the program when emotions run high. Address those who are disappointed with compassion but resist the temptation to make exceptions based on emotional pleas. If you are consistent and fair, you can sleep easy at night (well, hopefully) even when the gate to your event has been closed.