The weakest link are your counter staff in person and on phone. Speak so quickly you couldn't get their names and then dead silence I had to actually ask if they were still on the line. I believe they meant well but don't understand how they come off. They were actively impolite. If this could be taught you're have a great staff experience. Nurses and physician assistant's I saw were excellent all around. 
Waukesha UC AHU