I would ask them how YOU can get the 20% I was referring to. That seems like a normal bill for me.
No, they are NOT the most warm and fuzzy people but they know their hounds and they do right by the dogs.
I got "over" the fact that it's a straight business type of atmosphere (although, I am there SO OFTEN that they are starting to get warmer with me) and not a hand holding type of office.
Although, both Dr. Longo(female) and Dr. Friedman (owner) are both very very personable, warm and loving. They bend over backwards for all my dogs knowing how flipped out he can be, and really go the full distance to keep them calm even if it means seeing them in the wating room (to examine stitches visuallY) so that the stressed dog doesn;t have to be dragged in to the room.
I've found that they have warmed up over the time I have been there. Maybe you need to hit the 10K mark and you can become a favorite too! (I am kidding!)