Staff attending our kitty were either gentle (the doc) or very gentle (the technician). This is extremely important because she had several vet visits over a short period of time about 3 years ago, which left her feeling traumatized and nervous (she has been improving since that time but is still very nervous about anything unuasual).
Front desk staff were very nice as well. We also appreciate the kind lady in the lobby / waiting area (Lynne?) who always visits us while we're waiting; it's very reassuring to chat with someone about our cats before the actual appontment.