Member-only story
Equinox Sweats it Out for a Week
Learning how to respond to disgruntled customers the right way
Last week, I wrote about the recent backlash that Equinox received from loyal members in response to Stephen Ross announcing that he would host a fundraiser for Trump’s re-election campaign. Since then, hundreds of members of Equinox and SoulCycle — including Billy Eichner and Chrissy Teigen — expressed their disdain, using the hashtag #BoycottEquinox on social media, with many cancelling their memberships.
Many people, myself included, hoped that the companies would respond publicly in a more serious way than the initial passive post to their social media channels.
Well, this past week they did.
First, both Harvey Spevak, Equinox Executive Chairman, and Melanie Whelan, Soul Cycle CEO, put out what we can only hope are truly sincere statements.
Spevak’s message read…
To our Equinox Community -
The last week has been difficult for all. I am sorry for the impact it has had on our community — and I’m sorry we haven’t said more. We have not been ignoring the situation. I have been in our clubs…
