Not sure why Fran is getting a bad rap on this, but I had a great experience. I have ethnic hair which requires knowledge about those types of hair or its a disaster. I came in, showed Fran what I wanted, and she explained what would work and not work with my hair. I let her do her thing and it was amazing! Highlights and cut were so good everybody told me I should have done it years ago. I've even recommended her to a few of my mixed ethnic hair friends. I do understand not everyone is everybody's cup of tea.