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polebicycles mikekazimer's article
Sep 2, 2018 at 8:31
Sep 2, 2018
Video Interview: Leo Kokkonen, Pole Bicycles' Founder
@dubod22: Totally, a lesson learned about how to handle a crisis in a company. At the same year, our Taiwan factory went out of business; we found a new factory in Taiwan, we built a new factory in Finland and launched a production method that no-one had done before. We had a couple of balls in the air at the same time. But although I do a lot of things in our company, I'm not responsible for daily operations so if people say that I should go back and build their bikes, it's not going to happen. I would mess things up as we also have the other part that needs my attention. We grow in significant steps and funding is one of the critical elements of it. By funding, I don't only mean sales. We need cash for growth and as you all understand CNC machines are not cheap. Next year we will launch new products again, and we have decided that we do not launch them before we have prepared for it. Last year it was hard to convince our bank that if this thing flies or not. After the presale campaign, convincing was not that hard anymore, and we went from subcontracting the machining to our private factory plan.
polebicycles mikekazimer's article
Sep 1, 2018 at 12:42
Sep 1, 2018
Video Interview: Leo Kokkonen, Pole Bicycles' Founder
@lkubica: I don't think you understand what I mean. We had a crisis roughly one month. If we get a ten times more emails that we normally do, we can not just hire more people to answer them immediately because those people would not even know what to answer. If we get people from the production side to answer, the bikes would not be built. I don't mean to be rude. I just explain what were the reasons behind those choices. Our people at customer service get very good ratings from solved tickets so I can say that our customer service is very good. We just had our first crisis and we will learn from it. We don't have communications department and probably we won't have it anytime soon because having a communications department sound so corporate... yuck. It's still me, Leo. The same guy from the video above ;)
polebicycles mikekazimer's article
Sep 1, 2018 at 2:04
Sep 1, 2018
Video Interview: Leo Kokkonen, Pole Bicycles' Founder
@Keit: Thanks! We started fixing the customer service issue right away when we found out about this but the whole issue was just too fast. This was roughly a one month period. Now we answer emails a lot faster. There might be few limboed tickets because people sent multiple emails and Facebook messages. We are using a multichannel customer support platform.
polebicycles mikekazimer's article
Aug 31, 2018 at 13:52
Aug 31, 2018
Video Interview: Leo Kokkonen, Pole Bicycles' Founder
@dontcoast: I'm just trying to keep it as real as possible and as long as possible :) I know that some point the company is too big and there will be more people who are just working for me. Thank you for the great feedback.
polebicycles mikekazimer's article
Aug 31, 2018 at 13:24
Aug 31, 2018
Video Interview: Leo Kokkonen, Pole Bicycles' Founder
@dontcoast: Me (Leo) is alone answering all the questions here and Instagram / Facebook. I'm also responsible for our design and most of the marketing activities. We are sorry that we were late and we could not answer all the emails. Your suggestion is how it would work in a perfect situation. We would have an "Instagram person" but as a company this size and our philosophy of authenticity, we do not have. I agree that we could be better at communication. My point of view is this: I'm in a middle of a TransMadeira race and I don't have any access to our customer service platform where to check if this alias is a real customer or not. I don't have any time on the matter, the best way of dealing with this is to moderate the feed and trust that our customer service can handle their job. What we did not know was that there was a flood of people who were asking when their bikes are delivered. For example, one customer sent us 200 emails alone. No-one is left without a bike they have paid and we have refunded everyone who has wanted to cancel the order. Contacting on multiple platforms is just making things more complicated for us. When people say that we have a bad customer service, they are wrong. We have great customer service but we don't have many people working there. We are not a software company that has server meltdowns and you need to answer many people at once. The delays that came to us as a surprise as well created a shit storm that we could not handle the situation we were in. All we could do is to concentrate all our people on building the bikes as soon as they landed. We decided to put all our efforts on our deliveries instead of answering emails.
polebicycles mikekazimer's article
Aug 30, 2018 at 14:12
Aug 30, 2018
Video Interview: Leo Kokkonen, Pole Bicycles' Founder
@ceecee: Haha! He's welcome at any time. We can buy his flights. Pinkbike is welcome to document. We can also meet somewhere else.
polebicycles mikekazimer's article
Aug 30, 2018 at 13:51
Aug 30, 2018
Video Interview: Leo Kokkonen, Pole Bicycles' Founder
@alexsin: I'm sorry, but we do not share the details of the construction of the frame. I answered you a longer version with a private message.
polebicycles mikekazimer's article
Aug 30, 2018 at 11:17
Aug 30, 2018
Video Interview: Leo Kokkonen, Pole Bicycles' Founder
Refer to my another answer. On a self-taught engineer: I have a lot of help. One of the biggest is the CAD simulation software. Also, I have a lot of engineers working around me if there is something I need to know. If you just follow our Instagram and Facebook, you see me personally testing the bikes. I would not be here if I would take huge risks. We have investors and a board and we have a real company construction so that we are trying to minimize risks. I hope I answered your questions.
polebicycles mikekazimer's article
Aug 30, 2018 at 11:10
Aug 30, 2018
Video Interview: Leo Kokkonen, Pole Bicycles' Founder
@alexsin: Oh, the head tube question. I got the question, but I forgot to answer it. We don't share any cad documents on it, but if you suspect the rigidity of the head tube, you can compare the structure to your stem for example. The forces are not as high, but your stem is not bonded together. Comparing carbon fiber construction to a 7075 T6 construction is not valid. I can assure you that the head tube won't split.
polebicycles mikekazimer's article
Aug 30, 2018 at 10:51
Aug 30, 2018
Video Interview: Leo Kokkonen, Pole Bicycles' Founder
Not really. It took quite a long time to figure this method out. The bonded tube is the most efficient way of implementing a good seat tube on a machined frame.
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