Here is the bare-naked truth.
A little bit quicker than I’d like, but so quickly in fact that some people have started trash talking and taking things too far.
Yes, our service has suffered because of the demand increases.
But we’ve recruited more staff and are assembling and shipping more bikes every day than ever before.
Yes, we could have reacted quicker.
But we’re now doing regular customer updates and now have better systems in place
Yes, lessons have been learnt.
The uplift was unprecedented, no one could have predicted it but it’s an opportunity for Mango Bikes to get even better
(We’re human and make mistakes sometimes. And we’re sorry for them and doing our best to sort them)
Mango Bikes is my baby. The staff, and their families, are my responsibility.
99% of you get what is happening and understand what is going on. The messages, reviews, calls and emails you’ve sent are magic and bring a smile to our faces. Thank you so much.
And it’s totally fine and understandable to be annoyed with us and voice concerns. As consumers ourselves we are acutely aware of how it feels.
But some of the messages and posts cross a lot of lines and boundaries.
“I’ll not stop until you go bust”
Posting links to personal social media profiles of staff members
Threatening to come pay us a visit.
That is trolling. Pure and simple. Keyboard warrior trolling. And it’s not on.
We’re struggling to keep up with demand and our supply chains are creaking a bit (the same as every other bike brand right now) but we’ve not caused a war, injured anyone or committed some heinous crime.
A wee touch of perspective please.
It’s easy to fall into the trap of thinking about various methods of attitude adjustment for the few members of the Mango Bikes Anti-Sales Department. But a couple of important things I’ve learnt whilst relaunching and nurturing Mango Bikes over the last 2.5 years is that time is precious, and needs focussed on the good stuff, and to approach from different perspectives.
And actually here’s the harsh reality which hurts and doesn’t sit too well.
These customers no longer see the value, see the full stops, see the brand or see all the things that made them buy a Mango Bike in the first place.
All they feel is anger and resentment.
My default MO in most situations is humour; making someone laugh (or at least trying to) seems a good approach but isn’t always suitable.
I’ve reigned it in a bit of late as we genuinely understand the frustration but a fun and feisty brand (and it’s owner) is hard to keep contained.
So to the 99% – thank you for sticking with us and supporting us.
To the 1% – thank you as well. You make us better too.
And, even better, the Mango Myths keep on rolling……………..
Lots of lovely containers are on the way and due to arrive soon. Our logistics providers are due to give updates this week so we can start to get a much clearer delivery schedule and therefore build dates. We’ll literally be unloading frames from the container straight into paint to get the ball rolling.
The warehouse shelves will soon start to look a bit less like Old Mother Hubbard’s cupboard.
It’s been frustrating getting to this point, but the inflows are some of the biggest we’ve ever done. But as a small brand, we still must be careful. Growth is a risky phase and we want Mango Bikes to be here long term.
There are all the bikes you know and love (even the haters still love their bikes), a few new smashers to be launched and a ripper clearance deal on some fab pre-built bikes on the way.
Once we get the schedules from the logistics guys we’ll quickly let you all know what’s what and what’s where.
The next few weeks will be tricky and full-on but it’s starting to look a little bit rosier every day.
Thanks again for your support
Mango Bikes // Andrew