Rachelle is an absolute doll! I told her what I liked and didn't like about my hair and she was able to ask me questions and repeated what I told her so we were on the same page. She walked me through the highlight process so I was aware of each step, still held a great conversation throughout the whole appointment. She made sure I loved my hair before I left. We have a plan for the next few 6 weeks appointments to get my really dark hair to the level I am wanting.