First time I came in here 3 years ago, they greeted me as I walked in. I have been treated exactly the same for the same 3 years. I am a regular and I always have one specific person cut my hair hair and it's great to have conversation with the hair stylist. I normally show/ let them know what I want for my hair and they give me their input and what would be the best for your hair... regarding it's health and what you should/could do. You don't HAVE to make an appointment, but preferrably you should. Mainly cause they don't want you to wait too long.