They make an extra effort to get to know their patients and find out what they need. They always remember me and make me feel very important. My pet has had a couple of emergencies, and every time they take my call right away and get me the help I need. I know I can always count on them in any situation. I am always so impressed with how quickly my calls are answered here. I am never put on hold for a long time and love knowing that if I have a quick question I won't have to wait a half hour through terrible music to get it answered.