Exceptional office staff/customer service.
I just took my kitten to North Hollywood Animal Care Center, and couldn't be more impressed. When I got there, the waiting room was quite chaotic, as everybody was dropping off their pets on their way to work. But regardless of the chaos, the front desk staff was extremely efficient and patient. The office was very nice and clean, and smelled good, not ""vetty"" at all.
I had forgotten my kitten's shot paperwork and spay/neuter voucher at home, but the girl assisting me assured me it was no problem, I could bring it in later that day. She was VERY nice, and made this nervous ""mama"" okay with leaving her baby there, even telling me they'd call me as soon as he got out of surgery to let me know how he was, and assuring me that if I wanted, I could go into the back and check on him when I droped the paperwork off at noon.
Okay, now I sound like a crazy cat lady. But I seriously felt like a mother sending her firstborn off to kindergarden, and they made me feel assured that I was leaving him in good hands. They truly seem to care about your pet, and about those annoying pet ""parents"" (i.e. me).
When I went at noon to check on him, they led me past very clean, tidy examination rooms that managed to be spotless, yet warm and welcoming at the same time (not like those scary sterile exam rooms you so often see).
I didn't meet the vet, but she took the time to call me after my kitten got out of surgery to let me know he was okay. I live in Van Nuys, but work in North Hollywood, and I definitely think Max is going to be a repeat patient.