Falcon Mobility, Singapore's premier provider of mobility solutions, specializes in top-quality mobility scooters and electric wheelchairs tailored for the elderly and physically challenged.

We serve both wholesale and direct-to-consumer markets and are proud to be an official supplier for the Seniors' Mobility and Enabling Fund (SMF).

As of 2023, we have also become a regional company with operations in Singapore, Malaysia, Australia and the USA.

OUR COMPANY VISION AND MISSION

Our Vision

To become the dominant distributor or mobility scooters and motorised wheelchairs in Southeast Asia.

Our Mission

We strive to become the supplier of choice for our clients. We will do this by delivering the highest value per dollar spent, offering the widest variety of choice, but at the same time providing the best after-sales service within our economic means.

Our Strategy

Highest Value

We recognize that a company of our size can never be the cheapest in the market, but we try to provide more value-added services such as on-site service and extended warranties. But our biggest value add is to give customers reliable after-sales service so that they can buy with a peace of mind.

Widest Variety

Currently we carry about a dozen different models of mobility scooters and motorised wheelchairs, with various options for batteries, colour and accessories. We will continue to expand our product range, but will always remain mindful of not over-stretching ourselves in our ability to stock parts for models that we distribute.

Best After Sales

During warranty period, we will do our best to repair an immobilized scooter or motorised wheelchair within 5 working days. Beyond that, we will loan a unit for the client's temporary use, until his/her unit is repaired.

Within Economic Means

But we seek our clients' understanding that "good" service does not mean "free" service. Post warranty repairs can be quite costly, but this is really due to the high cost of land, labour, transport and parts. This is why we launched our extended warranty program in 2015, to insure our clients by spreading the risk across a bigger group of customers.

Our Story

 

Dear Friends,

I have often been asked why I started Falcon Mobility. I have shared this story many times privately, but have always been too shy to put it up in public because I value my privacy.

But it is such a great story that if I leave it untold, I'll be doing an injustice to the story and to the company I've built. So here it is.

1 School. 2 Friends. 2 Crutches.

Falcon Mobility was founded in 2007, but its story started much earlier in the 1990s.

Around that time, I was a secondary school student in Singapore and I became classmates with a guy (let’s call him “H”).

H had a physical disability and depended on crutches to get around in school. However, schools in Singapore then had no lifts, and H was unable to get to classes on the higher floors.

He always needed two people to help him up and down the staircases. I was usually one of the two. Thus, H and I became very good friends during our schooling years and remain so till this day.

Fast forward 18 years to 2007, and H had graduated from crutches to an electric wheelchair, which gave him much higher levels of mobility.

One day, he told me that every couple of weeks, people would walk up to him and ask him where he bought his electric wheelchair from. Apparently, there was demand, but people didn’t know how to buy it.

Also, his experience as a customer was horrible. He had to order his chair from a catalogue, pay several thousands of dollars and wait for a few months for it to arrive. And if the chair didn’t meet his expectations, too bad! He had already paid and there was no refund.

The after-sales standard in the industry at that time was also terrible. Even for something as basic as batteries, he had to pre-order them and wait at least 2 months for them to arrive.

Sensing a business opportunity, I decided to start Falcon Mobility and turn the whole value proposition around.

Instead of selling from catalogues and drop shipping from overseas suppliers, I invested in inventory and used demo sets to sell my products. I used internet marketing to draw in the leads and brought the demo units in my car to the homes of prospective buyers for a free test drive.

If they like what they tried, I would deliver the new unit the next day, collect payment, and the deal was done.

There were no nasty surprises for the customer as they had already tried the physical product. The order-to-delivery time was cut from 3 months to 1 day.

I also raised the standard of after-sales service dramatically. I stocked batteries and chargers. And if there was a part I didn’t have, I’d cannibalize it from a new unit to solve the customer’s problem first, then take my time to replenish the part from my supplier. Repairs can be settled within a few days instead of taking several months.

Today, customers in Singapore can test-drive their motorised wheelchairs and mobility scooters before buying. Their orders are fulfilled within 1 – 2 business days, and repairs rarely take more than a week.

However, what few of them realize is that prior to 2008 when Falcon started operations, this wasn’t the industry standard. The norm was to pre-order from printed catalogues, wait for a couple of months for the stock to arrive, and repairs took several weeks.

It was Falcon Mobility that created this standard, and the rest of the industry had to follow it to compete or become obsolete.

Today Falcon Mobility is still the industry leader in Singapore, continuing to push boundaries by offering better products and services needed by customers, not just in Singapore, but all over the world.

Looking back at this exhilarating journey, it’s miraculous how a split second, minor decision you made years ago can have such a huge impact on your life.

In the 1990s, my teacher asked for two volunteers to help H to his class upstairs. I raised my hand without a second thought. I was a shy boy (still am!) who would normally not raise my hand and try to fade into the background. All I wanted to do was to help, and money was totally not on my mind.

That split-second decision was the seed from which Falcon Mobility was born.

Stay positive, and pay it forward.

 

Yours Truly,

Warren Chew
FOUNDER