The Excellent rating is for Dr. Armitage and the majority of his staff. I've been taking all four of my rescue animals to Country Vet since 2007. Dr. Armitage is wonderful and I hope he never retires. I do wish that some of the front desk personnel would understand that being kind on the phone or in-person is really important since some of us are vulnerable due to the emotional toll of caring for sick and/or injured pets. I had a recent experience with a new (?) front desk employee who was extremely rude on the phone- wasn't listening to my concerns, seemed as if she didn't have the time to talk to me, and then almost hung up on me. Very odd. Then, the same woman was once again abrasive, rushed, and not friendly as I stood at the front counter while trying to briefly explain an issue associated with my pet. I don't think I was being demanding. Overall, this experience was very disappointing for me as I have always felt welcome and comfortable with all Country Vet staff for the past 10 years. I hope this front desk employee was just having a bad day or dealing with personal issues but regardless, customer service is super important in any business.