I actually find her to be quite warm but she is matter of fact. I had heard the same and was pleasantly surprised. Her staff are fabulous. I'm always calling for one reason or another and they are really lovely and very efficient. The only thing I'll say about Lynn is she talks fast! So write down your questions and answers if need be. Every time I leave my head is spinning! But you can always call and ask more questions, am sure it happens all the time.