Dr. Koehn is fabulous.  She is clearly a very skilled and caring veterinarian.  Unfortunately, however, her staff is a wreck.  There is high turnover in the staff which is often a sign of a not well-run office.  There are also several very young and very unprofessional staff, and a tendency of the staff to pool around in the waiting room chatting with one another rather than attending to clients.  On one occasion I took a cat in to be spayed.  The vet tech roughly dragged the cat out of the carrier by her scruff rather than waiting for me to pop off the top.  The cat was shaken by the rough handling, and I was annoyed.  That tech had the good graces to call me later that day and apologize for her treatment of the animal.  I thanked her for the apology.  She's no longer at that clinic that I have seen.  Today I went to the clinic for another spay, having had to reschedule because the cat was sick.  I had called and made an appointment for a Friday morning when my daughter was out of town so I wouldn't need to take her to school, therefore giving me more time to deal with the vet visit.  When I arrived, the staff did not have my appointment.  Rather than saying, oh there must have been a mix-up, let me see how we can help you, the \""receptionist\"" (using the term loosely) told me, in front of the rest of the waiting clients, that I \""didn't have an appointment and would have to wait until everyone else was checked in.  I asked whether she was taking me in the order I arrived or putting me at the very end, and told her that I did have an appointment specifically on this date because of my daughter being out of town.  She said \""in the order I arrived.\""  After waiting for 1.5 hours, I asked whether I was next. The same person (skinny, short brunette with glasses) said \""the doctor came out and changed some papers around so you were next but now there are 2 in front of you.\""  That wasn't true as the doctor had not been out changing papers around at all.  So I said to her give me my paperwork back, and then I advised her that I had worked in offices for over a decade and that such treatment of a client would NEVER have happened in the offices where I worked.  She gave me her ridiculous little eye roll, but still no apology or how can we make it up to you.  Best of luck to her in her future career; she will need it.  As for Dr. Koehn, my advise to her is learn to manage an office.  As a further example:  I took a cat in for a rescue/501(c)3 group once.  The charges for the pain medication for this clinic were more than at the other Spay-Neuter Clinics, and the rescue group assumed incorrectly that the amounts would be the same as at other clinics.  Unfortunately, because of that assumption, the rescue didn't have enough money in their account to cover the charges and they ended up with a bounced check.  Dr. Koehn's staff flat out REFUSED to work with this non-profit animal rescue in terms of ameliorating its financial damages.  So much for benefiting animals.