22/12/09 Blog
【Masa’s Blog】vol.23 Client comes first – Our Value (A’ALDA CEO Masamichi Okuda)

※This article is also available as a podcast on Spotify , Apple Podcasts , Amazon Music and Anchor (Japanese ONLY).

Today I would like to give you a detailed explanation of one of our values. It’s Client comes first. In past blogs, I have described ”Client comes first” as follows.

Client comes first.
It means putting the client’s needs first. Don’t get me wrong, this is not about “Taking on whatever the client says,” but rather about “Providing value to the client by thoroughly thinking through the client’s issues. There is no point in listening to what the customer says. Thinking through what the customer wants from what they say and do is customer-centricity.

However, in the future, we must consider maximizing customer satisfaction. It is not enough to examine the patient and perform a correct veterinary procedure.

I would like to share a case study of my own experience.

The American cocker spaniels I live with were former shelter dogs with very serious skin conditions. I took them to a veterinary clinic as soon as possible after I adopted them and had them examined. The veterinarian there told me, “It is fine. It will get better if you continue to give it a medicated shampoo at home three times a week”. Indeed, from a veterinary point of view, there is nothing wrong with that approach. However, is it really possible to continue shampooing three medium-sized dogs three times a week at home? In my case, fortunately, my family was dedicated to taking care of them. So We managed to take care of them at least, if not three times every week. But generally, it is difficult and almost impossible to keep putting them in shampoo three times a week.

I don’t think there is a single right answer, but there were a myriad of options, including medication, injections, surgical treatments, food changes, supplements, and shampoos. From the customer’s point of view, each customer must have different expectations, whether the owner wants a complete cure or just to maintain the status quo. In such a situation, giving a single solution without examining the patient is not correct. In addition, many medical examinations are not from the viewpoint of whether or not the treatment can be practiced in daily life.

From the viewpoint of maximizing customer satisfaction, veterinary hospitals should not remain the same as they have been in the past. It is difficult to provide good service from the veterinary hospital’s point of view if it is a place where you only go for vaccines and when you feel sick. It is essential to change to such a place where people visit the veterinary hospital every month, or at least once every three months. We will deepen our understanding of customers by increasing the frequency of contact and communication with them and then provide the best service at the best time to all customers.

We will continue to emphasize the values of Client comes first in order to maximize customer satisfaction and create enthusiastic fans. In all business categories of the pet industry, if the pets and the owners who live with them disappear, no matter how capable we are of providing good service, we will not survive. What are the concerns of the ultimate beneficiaries, the pets and pet owners, and what added value can we provide? As service providers, we must thoroughly think through these questions and implement them.


・Pet to Partner – From member of family to member of society.


・To create the most innovative Animal Health Tech Company.


・Think As One, Treat As One.

Our ambition is to create a world
where human and pets live with each other,
help each other, love each other, and trust each other.
We strive to bring happiness to both human and pets with our truehearted passion and through the cutting-edge veterinary technology from all around the world.


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