They always make an extra effort to make me feel respected and attended to. They always listen to every question or concern I may have. I've never had to remind them who I am or what my pet's condition is, they remembered both of our names by the second appointment. They go out of their way to make us feel special and welcomed. They're always able to answer simple questions over the phone. They only make me schedule appointments if necessary. They always listen very carefully to all of my input and concerns. All my pet's treatment decisions are made collaboratively instead of them just telling me what to do. I don't think I have ever been put on hold here for a long time and am so impressed with how quickly all of my questions are answered. There's nothing worse than having to wait on hold for a half an hour just to get someone to talk to you.