As she fights to keep her brand ahead of the boutique-fitness pack,SoulCycle CEO Melanie Whelan talks about perfecting the customer experience,harnessing your team’s talent, and chasing a certain former president.
Melanie Whelan is not new to customer service. Before joining SoulCycle as COO in 2012 and moving into the role of CEO in 2015, she cut her teeth at Starwood Hotels and Resorts, Virgin America (which she helped launch), and Equinox Fitness. Now, in the increasingly crowded world of boutique workouts, Whelan is tasked with keeping SoulCycle ahead of the competition— in the very industry it helped spawn. Her plan: Grow steadily from its 77 current studio locations, with an eye toward international domination; treat customers like family; galvanize her ever-expanding team; and of course, never forget where the company finds its soul.
You joined SoulCycle as COO back in 2012 before moving into the CEO role in 2015. You had been working at Equinox—what was so appealing about this brand to pull you away from your gig there?
I actually met [SoulCycle founders] Elizabeth Cutler and Julie Rice back in 2008 at the first location on Manhattan’s Upper West Side. I was doing business development for Equinox, and my job was to look out for new business opportunities. I kept hearing about SoulCycle. I have a rule that if you hear about something three times, you have to try it.
That’s a good rule. What was your takeaway?
This story is from the July/August 2017 edition of Entrepreneur.
Start your 7-day Magzter GOLD free trial to access thousands of curated premium stories, and 8,500+ magazines and newspapers.
Already a subscriber ? Sign In
This story is from the July/August 2017 edition of Entrepreneur.
Start your 7-day Magzter GOLD free trial to access thousands of curated premium stories, and 8,500+ magazines and newspapers.
Already a subscriber? Sign In
Why Small Businesses Can't Afford to Grow
Big companies take a long time to pay their suppliers. Sometimes, so long that the supplier goes out of business. Two entrepreneurs wanted to find out why this system is so broken-and wound up creating a solution.
MY FAVORITE CUSTOMER
For small, independent businesses, loyal patrons are benefactors, protectors, muses, and mascots. They make sure the show goes on. Here, three business owners celebrate an irreplaceable member of their community.
Do You Say 'Yes' Enough?
We don't give ourselves enough credit for trying. So let's start doing it right now.
He Does $10 Million-Plus in Sales
When Jeffrey Bell gave up horse training to buy a Floor Coverings International franchise, he wanted to get out ahead of his new pack. To do that, he had to learn to delegate.
How This Business Rookie Became a Top Seller
After competing in two Olympics, Cammile Adams dove headfirst into her second career - and became SafeSplash Swim School's #1 franchisee. Here's how.
How to Pick the Perfect Franchise For You
There are a lot of great brands out there. But that doesn't mean they're all a great fit.
Serving the Underserved
When Dennis Johnson opened a Pizza Ranch in Minnesota, he hoped to serve the nearby Native American communities in more ways than one.
When Life Is Preparation
Vanesa Ellis was no expert on mosquitoes or lawn care. But as it turns out, something else made her the perfect fit for two home-care franchise brands.
Changing Careers? Consider Franchising.
Here are five reasons why franchise ownership could be the right fit for you.
WRANGLING THE MANY-HEADED MONSTER
For mom-and-pop business owners, just as inflation calms in one area of operations, it rears its head somewhere else. The best way to stay on top of it, experts say, is to stay flexible.
