Beauty, Business, communication, Hair Care, health and wellness, Uncategorized

Behave yourself.

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Over the past few days I have encountered some of the most negative people and heard some of the most ignorant remarks made to customers when they were out and about. So today I am taking it upon myself to clear the air about what is inappropriate to say to customers, competitors and to people in general.

In business, when discussing your competitor’s, don’t go around stating “I’m gonna put them out of business!”. First of all, you look and sound like an ass. Second, what goes around comes around…you will only end up hurting yourself and your business.

As a stylist, when your client comes in after trying to do an “at home” Ombre…don’t laugh. Don’t say “What the hell did you do?”. Don’t make it worse for them than it already is. Tell them you can fix it and move on.

If you have done an “at home” color and now your hair is orange, do not yell at the stylist because she has to take you back to brown hair and your dreams of being blonde are shattered. It is not her fault that you ruined your hair. She is trying to help you keep the hair you have. Want to be blonde…go to the Salon.

Never, I mean never tell a customer “You are wrong. You don’t know what you are talking about.” * Remember this – the customer is always right…in their own mind. So if you tell them they are wrong…you have crossed the line. Instead of telling them they are wrong, educate and enlighten. Try saying “A lot of people have been told that, I was able to find out…and fill in the blanks. No one likes to feel stupid or made to feel like an idiot. No one.

Don’t take it personally. Unless someone comes right out and calls me a name, I don’t take their attitude personally. Most of the time they are mad at their husband or they chipped a nail or have a run in their pantyhose and need someone other than themselves to blame for their misery.

When a customer or client doesn’t seem to believe what you are telling them about a product, don’t take it personally. Everyday I meet women and men that have been given the wrong information about hair products. We have all been there…someone has led us down the garden path too. Be patient, be kind, don’t take it personally.

Call to cancel your appointment – no shows are rude and they take away a stylist’s income. You might as well go into their wallet and take their money.

Be honest. Lies are meant for children under the age of five who are in need of a cookie and will say anything to get one.

Listen to your customer. We have all been there, listening to someone we think is rambling on and on. Maybe they are, or maybe they have just buried a loved one or are heading to the hospice to see their mother and need an escape from what they have to face in their daily life.

When you see someone with a stroller or a wheelchair…get the door for them.

Be kind to the elderly, mind your manners.

Be kind to children. Acknowledge them. I have always found when I speak to the child that comes into the shop they behave better and are usually quite pleased that someone has noticed them and made them feel important. Remember, not everyone has a happy childhood, and maybe, just maybe smiling at that child that day will give them hope.

Make eye contact. It is rude if you don’t, plain and simple.

Do not treat stylists and salespeople as your slave or personal servant. We are human beings that like to be treated with respect just as you do. A nice “Hello” will do. Don’t walk into a shop like you own it…this isn’t New York City and you are not Donald Trump. (no disrespect intended Mr. Trump).

Do not raise your voice at your stylist. Do not raise your voice at your salesperson. Do not raise your voice at the manager. When all is said and done, when you yell in public, you look like a fool. A full grown adult having a temper tantrum is not a pretty sight, don’t do it.

Remember that most return policies are not the policy of the store. We are following the guidelines of our distributor’s return policy. If they won’t take the product back from the store, the store cannot take it back for you. Every product has a 1 800 number for customer service – call them. If more consumers called the companies and were more involved with their purchases, maybe these policies would begin to favor the consumer.

When someone asks your child what their name is, do not speak for your child and say “her name is brat.”. Again, you sound like an ass and if you call your child a brat that is exactly what you are going to have, a child acting like a brat.

Go out today and be kind. Remember, we all have the same amount of time in a day and it is just as important as everyone else’s. Oh yes, and don’t throw the flat iron.

Beauty, Business, communication, Hair Care, health and wellness, Uncategorized

Proceed with caution…

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It was a quiet morning in the shop. The sun was shining, you could hear the hum of the hair dryers in the Salon and the lively chit chat of our stylist and her client, the air conditioning was keeping me cool and I was catching up on the payroll and inventory. I hear the familiar chirp of the Salon door and before I have a chance to stand up and say hello, the customer is at the front desk “I need you to get me color, toner and the applicator.”. (here we go…). Before I venture further into this tale, let me explain something for those who have not been in my shop. We do sell color. Wella ColorCharm. It is the only professional color line that is allowed to be retailed to the public. We carry it because our competitor’s carry it, and also in case stylist’s need color and either the wholesaler is closed or their license has expired and still do hair from home. In my shop we do not teach people how to do their own color, we do not even advise how to begin. Now, back to today’s tale.

I stand up from the desk and ask her exactly what does she mean and proceed to tell her that toner isn’t just one bottle and I also let her know that the applicator depends on if she wants to use cream or liquid. You see ladies and gents, by asking a few questions, I can tell if she knows what she is doing and if I need to proceed with caution. Guess what? HUGE yellow light. From the look on her face I know 1- she doesn’t understand what I am talking about and 2 – she is getting mad. “My friend said you would tell me what to do and give me what I need!”. (for a minute it felt like I was in a bad after school special). I explained that in the past the previous owner and employees may have given the how to’s for coloring at home, but we do not. I showed her the color swatch book, showed her where the product was and explained “We cannot guarantee the results because we are not applying the color, there are many factors that have to be taken into account when coloring hair, like the hair’s porosity, if you are on any medication it will affect your hair, how resistant is your gray, have you used box dye from the department store in the last year, and many other factors.”. I even offered to introduce her to one of our stylists to make an appointment. (which in turn made her more upset because the next available appointment was for the next week). As I was explaining that I didn’t want something to go wrong with her color and then she would be facing the cost of a color correction, she turned on her heel and stormed out. I understood her frustration.

Later that afternoon the telephone rings. I answer with my usual friendly afternoon greeting to which I hear “Is this the Salon in the Tim Horton’s plaza?!?!”. “Yes it is, how can I help you?”. “Is there a manager around there?!?”. “Yes! That’s me, how can I help you?”. “HHMMPT…were you working this morning?!?!”. “Yes, I was. I was the only one in the store. What can I do for you?”(smiling all the while…*a tip…always smile when you are on the phone…less chance of sounding rude). “…oh…you’re the…man…never mind.”. Before she could hang up, “Are you calling because your friend came in for color this morning?” I ask. “uh, yes, I am.”. So I thanked her for calling and apologized if I had offended her friend in anyway for that was not my intention. I explained the new ownership and the new rules. I explained that these are chemicals and yes, sometimes things go well but there is the chance it will not and I didn’t want her friend’s hair to turn into a nightmare for her. I told her I knew that our competition was giving the how to’s for at home color and I also told her how my stylist now has 10 new color clients because she had to correct their how to’s. By the end of the call, it seemed all was smoothed over. I am hoping so.

The reason for today’s tale is to let you know that there are salespeople who care about the customer, not just the sale. I would rather have a customer leave without a purchase and be informed than buy a product that is not meant for what they want and have their hair look horrible – and not for why you think. Yes, I care what people think and say about our store, anyone in retail does. I don’t want their hair to look horrible because I know what it feels like to be given the wrong information about your hair and then being afraid the mirror will crack every time you look into it, and I do not want to be the reason for that misery. I am sure when the customer stormed out that day she was putting a hex on me, and that’s okay. I would rather her be mad at me for a few minutes(or hours/days…take your pick), then to go home and have her hair turn green or orange. I know neons are in right now, but come on.

Stylists spend 18 months on color theory. Depending on what color you are trying to achieve it can be a delicate process. Remember, no matter how you slice it or glam it up with a hot new name, color is a chemical and when using chemicals you must know what you are doing. If you want to attempt your own color, the only advice I can give you is to proceed with caution.

Beauty, Business, communication, Hair Care, health and wellness, Uncategorized

Save the alcohol for your martini

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Ahhh, the sounds of summer. Children playing in the streets  squealing with delight as they hear the ice cream truck, the roll of the waves at the seaside, the chime of a bicycle passing you  on the sidewalk, the whimper of a woman fighting the battle with frizz and losing. Yep, we have all been there. We have all been her…you know who…the woman who turns into a five year old little girl yanking the brush through her hair and stomping her foot exclaiming “I hate my hair!!” sending every man within a 10 mile radius to make a run for the hills. (who could blame them, honestly.).

Today’s tale is about alcohol free products. Alcohol free products are less drying and some have found that using alcohol free products helps eliminate frizz and said products have been known to save a marriage or two. (of course a glass of alcohol has been known to do the same but that is another tale for another day). The best way to eliminate frizz is finding the magical combination of alcohol free AND humidity resistant…don’t be so doubtful…such products to exist…read on. Since all these products are Salon professional, they are all color safe.

I have compiled a list of some of the favorite products sold at my shop that are alcohol free;

JOICO JoiWhip Mousse – adds great volume and hold (a little goes a long way…too much and can tend to be sticky…dispense so foam is about the size of a small egg)

GOLDWELL Glamour Whip Mousse – adds volume and hold

RUSK Jelle Gloss – Works great as a setting lotion or for that slicked back look

AG – Liquid Varnish – A serum to add shine, can be used on wet or dry hair (a little goes a long way…use too much and you will look like Danny Zuko from Grease)

AG – Spray Varish – A shine spray, to be added to hair after you have the look you want, just with a little more shine. (lightly mist it over your hair)

MOROCCANOIL oil treatment – use on wet hair to reduce drying time and to control fly-aways

MOROCCANOIL Glimmer Spray – A shine spray, apply to add shine to your lovely locks.

SOMA Hot Body – A volumizing gel, great hold and no flaking.

Now, the list of alcohol free and humidity resistant products…told you they existed;

SOMA Curly Cue – an awesome gel formulated for curls, keeps them soft and bouncy, and free of frizz

SOMA Prism Shine Spray – a lightweight shine spray that never leaves a build up or greasy look.

SOMA Rage out – a styling cream that can be used  for straight or curly styles.

SOMA Solace – A cuticle sealer. Meant to lock that cuticle shut so no matter what the weather, the humidity cannot open up that cuticle and create frizz.

I hope this helps silence the tantrums and whimpers from behind the bathroom door, if not… I can give you a great apple-tini recipe, you will still hear the whimpers, they will just become more bearable.

 

 

Beauty, Business, communication, Hair Care, health and wellness, Uncategorized

Tales of truth…part 4

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So, we are havin’ a heat wave…a tropical heat wave….Seriously though, it has been a little warmer than usual and we have a full moon upon us, so I thought I was prepared for what may walk through my shop door. Guess I should have been a boy scout.

I hear the chirp of the door chime and look up to see a woman with desperation in her eyes. “I need extensions!Do you have any?” as her lip trembles. I assume she must have an occasion or special event that she is running late for. I take her back to our selection of Human Hair extensions, let her know they already have the clips attached so all she has to do is style them and clip them in…Voila! She is set. Then I am asked something I have never been asked before. “How sturdy are these extensions?” she asks. I had to take a moment because my mind took the first off ramp to the gutter, then I matured a bit and collected my thoughts and I told her that she should take them out at night so that they don’t get knotted up. To which she responded “No, I need to know if they can be pulled out…I am a “dancer”.” (So I guess she did have an occasion she was late for.). So, I told her “just tell them hands off your hair”. I bet Magic Mike never had these worries.

I was yelled at because I didn’t have “you know..that shampoo that used to be in a white bottle”.

I have a customer I see on a weekly basis. She comes in with the same complaint every week. She “hates her hair” and “it doesn’t do a thing she wants”, “it’s always all over the place” (like her thoughts I can safely assume). The problem you see is this…she will not use any styling products. She doesn’t like the way they feel in her hands. Yep…seriously, doesn’t like how they feel in her hands. I told her “trying to do your hair without product is like icing a cake before you bake it.”. She just looks at me. Good thing she married rich.

The phone rings. My part time girl (my p.t.g.) answers with our happy go to greeting. On the other end she hears a woman who has the nicest voice ask if she could get in for an appointment in the Salon. We check the book and unfortunately all my stylists are fully booked for the next week, not even time for a cut, so my p.t.g. gets back to her and apologizes that we don’t have time this week but the girls have time next week. Her name must have been Sybil because the nice lady went away and we were now listening to a woman yell “I need my F#$!in’ hair done now!!!”. Oh yeah, that’s a great way to get an appointment.

A well dressed woman walked into the shop. I asked her if she needed a hand, to which she said she was “just looking”. I turn to check the invoice of the order that just arrived and I hear “SSSTTTTT”. I turn to see her using a hairspray from the shelf, put the lid back on, and put it back on the shelf. She was about to walk out and I asked her if she was going to buy the hairspray, to which she said “What hairspray?”. Yep, I kid you not. So I say “the hairspray you just used” as I am reaching for the can in question. She looks at me and says “I didn’t use that!”. (are you kidding me?!?! Seriously lady!”). So, I had to say, “Well you did. I saw you and by the way, your hair is still wet from where you sprayed it. You will have to buy it, it was not a tester.”. She actually touched her hair, felt that I was correct, her hair was wet and bought the hairspray.

The temperature is supposed to reach 38 degrees (100.4 F), so I can’t wait to see what comes through the door today.

 

Beauty, communication, entertainment, health and wellness, Uncategorized, writing

For Nora

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As I started my blog today, I was going to write about something else entirely. I started my tale by explaining my favorite coffee when my mind was catapulted to one of my favorite scenes from “You’ve got mail”. You know the scene…when Kathleen Kelly is at Starbuck’s laughing to herself remembering Joe Fox’s description of people feeling like they made a decision by ordering their coffee. (of course, she didn’t know it was Joe Fox and he didn’t know it was Kathleen, and oh….watch it again….so wonderful).

It was right then I realized that is was Nora Ephron and her lovely movies and screenplays that made me feel like I too could be something great. Ms. Ephron is one of the major reasons I began blogging. Whenever I feel I can’t do it, or don’t have anything to offer or contribute, I remember watching “Julie and Julia” and thinking (like Julie) “I could do a blog. Yeah…I can write”. The first time I watched “Sleepless in Seattle”, my husband got up from the couch, put out his hand, and started to dance with me. I never tire of “When Harry met Sally”. Every time I watch it I hear my father’s laugh, even when he’s not in the room. In fact I just introduced my 15 year old daughter to that movie last month.

Whenever I saw Ms. Ephron on T.V. doing an interview or read an article on her or by her, I felt like I was watching or listening to a friend. Yes, I know I am about to turn forty – I still believe that a little fairy dust goes a long way. She was funny and honest and articulate and intelligent, something I strive to be. All of her character’s resembled a part of me, or someone I knew.

The world has lost our beloved Nora, although she is never far away. Head on down to your local video store and you will find her there on the shelves ,waiting to share her stories.

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It’s not my opinion…it’s a fact.

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I am very fortunate. I love my job. I love the beauty biz and I love to learn. That is the great thing about my beloved industry – it is always evolving and there is always a new product or a new technique or an improved technology to learn about and embrace. I deal with over 10 reps from various distributors and am given all the FREE information and FREE product knowledge education a girl could ask for. What I find surprising is this – every stylist and Salon owner has all this free education and product knowledge at their fingertips and they aren’t taking advantage of it. Forget about increasing your salon sales which is a major perk, what I can’t understand is why they wouldn’t want to be able to serve the clientele/customer base more efficiently – give the client the product they need, show them how to use it, tell them why it is better than what they have at home, tell them what makes it stand out above the rest. I have to remind myself on a daily basis that, like my father has always told me, I am not like everyone else. I have to remind myself not to be offended when my customer’s repeatedly ask me “Are you sure you know what you are talking about?”. To be clear…when it comes to professional hair care products, I do know what I am talking about, it is not my opinion, it’s a fact. (Physics…still workin’ on that).

So, I have decided to take it upon myself to enlighten you all a tad. Every now and then I am going to give you the low down on certain products and why they are different (not better) than their competitors. Here is a little list of some of the newest additions that are flying off the shelves (well…at least at my shop);

JOICO KPak Revitaluxe – A weekly treatment that instantly corrects years of damage and protects the hair against further damage. With each use your hair feels softer, gets stronger and is more moisturized. Want your hair to feel like a 5 year old’s? Use this.

Schwarzkopf OSIS Dust It powder – A powder that you sprinkle at the roots of dry hair, rub it in and VOILA! Height and volume that will hold all day and well into night, because it is a powder it is great for all hair types and won’t look greasy or shiny.

QUANTUM Refresher – a dry shampoo. What makes this stand out over all other dry shampoo’s is it does not leave a powdery residue. Awesome for brunette’s or darker shades.

SOMA Solace – a cuticle sealer. Wonderful for all hair types. No hold factor – just seals that cuticle so no more frizz. In a word…Miraculous.

NIOXIN Diamax – you want volume and dimension? This is your new best friend. This little gem increases the diameter of each existing hair strand and makes it look fuller and makes the hair more manageable and protects against breakage.

Keep checkin’ back for more information, tidbits and tips my lovelies. You won’t be disappointed and you may even begin to like your hair.

 

 

Beauty, Business, communication, Hair Care, health and wellness, Uncategorized

An “A” for effort

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Lately I have met many women and a few gents that seem to be on a quest. A quest for the right product that will change their life and make everything alright. Now, I must admit, I love to help people out and have no problem selling them the awesome salon products I sell at the shop. I love when the product I suggest works for them and makes them happy. I also like when they tell me when they are not happy with the product, so I can help them find the right one. (I don’t really enjoy when they throw said product at me because I can’t return it because the manufacturer changed their policy…hate the game, not the player.).

“What will make my hair look better?”. “My friend says I need Dry Shampoo”. “My friend uses Moroccanoil and met her husband on E Harmony”. “I don’t know…what do you think I should buy?”. Phrases I hear on a weekly basis. Everyone looking for a magic potion, an easy road, a quick answer. Usually my response is not always welcomed because I tell it like it is. If you want your hair to look good, you have to put forth a little effort. If you want your life to be good…guess what…ya gotta put a little effort in. I had a young lady come to the shop in need of a flat iron. I showed her what we had. After having to explain the features of the first five flat irons I showed her, I asked “What is it exactly that you are looking for?”, to which she responded “I don’t know, can you tell me what I want?”. I told her, “I can show you what you may like, but you have to decide which to purchase, I cannot decide for you.”. To which she responded “that’s what my congregation keeps telling me…that I have to make my own decisions….they are praying for me.”. I looked at her, silently reminding myself “not to show my thoughts on my face”, and told her “god may show you a door, but he’s not gonna open it.”. To which she gaped at me, then laughed out loud. (whew….no flying flat irons today).

What I have come to realize is this….these lovely souls think they are searching for hair product, but more times than not, they are in search of something else, something bigger. They want a quick fix for their hair dilemma as well as the dilemma’s of their lives. We all want to feel attractive, we all want to be seen and heard, we all want fulfillment in our lives and relationships. Guess what…you can have all these things, you just have to put a little effort in. You can have volume at your roots and have a great love life… you have to put a little effort in.

I can sell you the right products to help you have the hair you have always dreamed of, as for providence and serenity, all I can do is offer it.

Beauty, Business, communication, health and wellness, Uncategorized

Let me be your shelter

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In my years of customer service and sales, be it selling cars (yep…did it for 4 years) or selling hairspray, one thing I know for certain – people just want to be seen and heard. The last few days we have had a heat wave, so people tend to be a bit cranky. Yesterday, I have to admit, I was a bit on the cranky side myself. I realized after I received a beautiful text from my hubby telling me how great I was that I had to snap out of it. So I went to facebook, updated my status to tell the world to “be kind” and vowed to myself to be kind and aware. I guess I was on the side of providence, for the next 6 tweets I received from others across the country and across the globe were about kindness. Hmmm….maybe I should play the lottery is what went through my mind.

As I was standing there imagining my millions, the chirp of the door chime brought me back to my dollars. My first customer of the day was attending a funeral. My second customer’s son had just had an emergency quadruple bypass. My third customer’s family had been falsely accused of a crime. My fourth customer’s husband had been diagnosed with cancer and had started chemo. (I hugged a lot of people yesterday). Most of my day yesterday wasn’t about selling product, it was about giving my customers an escape from the world that was waiting for them on the other side of my shop’s door, even if just for 5 minutes.

Today’s tale, if you haven’t already guessed, is about being kind. Also, to remind you that when someone is moody or rude or seems a bit off, don’t take it personally – it’s not about you. If you notice someone looks upset, as them if they are alright. If they don’t want to talk about it, so be it. At least they will go on with the rest of their day knowing someone, somewhere saw them and cared.

I know, you are thinking “this is a beauty blog, where is all the beauty advice?”. Well sunshine, I just gave you some. Beauty is inside and out. Beauty can come from hair product, makeup, a hug and a kind word.

Be kind.

Beauty, communication, health and wellness, Uncategorized

A Bluming notion…

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I woke this morning, smiled and cheered “hello” to my teenage daughter, grabbed my cup of  joe and my new smartphone and sat down to hear one of my new favorite sounds, a whistle. (my choice of notification notice). I open up my new found twitter account to see some tweets about Judy Blume and all of a sudden I am flooded with childhood memories. Sitting on my butterfly quilt reading “Otherwise known as Sheila the Great” realizing that I too was normal. Reading “Starring Sally J. Freedman as herself” and imaging I was Sally and wondering what it must be like to be her. Sitting in the living room of the house we were about to move from reading “Are you there God? It’s me Margaret” realizing I wasn’t alone and turning 13 was gonna be okay. Being 16 and working on my tan in the backyard reading “Forever” and all the while I was reading it couldn’t believe it was my mother who gave it to me.

As all these memories flooded my mind I came to realize I need to thank Judy Blume. Her books were my friends, they were there no matter what, I could go back to them whenever I needed them, without judgement. You see, she helped me feel normal as I was growing up. I came to realize that I was like some of her character’s and people thought her character’s were pretty and funny and intelligent so that means I must be also. Among others who will be mentioned when the need arises, Judy Blume  helped this woman feel pretty and normal as she was growing up. (I know…quite the “lightbulb” moment while on my first cup of coffee at 6 a.m.).

I am telling this tale today in hopes that it will rekindle the love of yourself (and of reading) and everything that is beautiful about yourself. We all have the younger version of ourselves tucked away and stored in a closet or drawer (I don’t  know how you decorate your house of memories…mine is an old Victorian cottage) and it is time to bring them out into the sun. It is time to remember who we were in our youth – that is who we really are – you know – before the world got at us and tried to tell us who we were and what we should be.

Today, have fun. Laugh. Be who you want to be. I’ll be busy re introducing myself to me and getting my daughter my stash of Judy Blume books.

Beauty, Business, communication, Hair Care, health and wellness, Uncategorized

Confessions of a bottle blonde

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I have to come clean about something. I know you have no idea what I look like …I’m fabulous by the way ;-), I have to be honest and tell you I am not a natural blonde. Well, I was born blonde but then became a brunette. Anyway, since I pride myself on honesty and integrity I thought it was time to come clean about my golden locks. I went blonde because I am over 65% grey. Yep, 65 whoppin’ percent. Been that way for over 6 years now. Going blonde was great because when the grey’s pop through they look blonde.

I have to admit, when I was a brunette I made fun of blondes, mostly because my sister is a blonde and when we were growing up she was all blonde and blue eyes and a great ballet dancer and slim. I was the tomboy who beat up the bullies and could throw a perfect spiral. (Football term). Anyway, getting back to the tale at hand, I used to hate the phrase “blondes have more fun” – but I have to admit, that  statement is true. The first week I was blonde, a man ran up to the door of the coffee shop to hold it open for me. Whenever I make a mistake, people just smile at me – when I was a brunette they always seemed disappointed at my mistake. I have a boisterous laugh and when I was a brunette people looked annoyed, now they seem to laugh along with me. My bottled blonde has become my secret weapon – well not so secret now since I just told you about it. (See…..you are laughing – if I was a brunette, I don’t think you would laugh as much). You see, people see a blonde and think “dumb”. It’s true, you know it. I love the fact people presume I am dumb, it makes it all the more fun for me when the realize I am intelligent, articulate, professional and capable of taking on anything thrown at me and they feel like an ass.

For all you blondes out there, natural or bottled, here are a few terrific professional salon products made just for us;

SOMA – Blonde/Silver Shampoo – the ONLY purple shampoo that eliminates the brassy tones all the while retaining the moisture and strength of our lovely locks by adding protein to their product & protects from sun damage

KMS – Color Vitality for Blondes – A shampoo and conditioner that eliminates the brassy tones.

REDKEN – Blond Glam – a complete line made just for blondes – Shampoo, conditioner, shine treatments and color depositing gel-cream treatment for at home use between salon visits for that extra boost to your blonde

AG – Sterling Silver – A purple toning shampoo and conditioner to eliminate the brassy tones.

Moroccanoil Light – Same as the original Moroccanoil treatment, created for finer hair but many have found that they get less of the brassy buildup on blonde hair when they use the Light as opposed to the original.

Blondes may not always seem the brightest, we may not get all the jokes…beware…just because we are blonde doesn’t mean we are dumb…be careful how you treat us or the joke may be on you.