Happy customers like Ro (pictured below) and her husband Bob are what make our Holiday Season so delightful at Patty Tobin. We met this lovely couple during one of our Bloomingdale’s Trunk Shows in Huntington, Long Island this past December. Ro instantly fell in love with our Abalone Torsade and her husband Bob was right behind her to say, “Let’s get it for you!”

As with many of our customers, Ro needed the length of the necklace customized, which we were happy to do. Being able to make slight adjustments like lengthening and shortening necklaces or replacing a clasp to suit a customer’s taste, often translates into some of our  most rewarding customer service experiences. I think this is because it often gives us the opportunity to follow-up with our customers one-on-one outside of trunk shows or other busy events, which always seems to add a real personal element to the process.

In this case, Patty and Ro’s husband Bob were in touch via email throughout the customizing process from the time they left our Huntington show to the time they received Ro’s finished necklace. Not only were we able to adjust Ro’s necklace in time for the holidays, but Patty, of course, took the liberty of beautifully packaging and gift wrapping it, so it was already wrapped, bowed and ready to go for Bob to give to his lovely wife for the holiday.

Our relationships with our customers rarely end at the point of sale. Maybe it’s because we’re a family company, maybe it’s just because Patty and I are both friendly extroverted types, but whatever the reason, we do seem to make friends with our customers quite often. It’s like a little extended Tobin family. And I love that about us. We may just be in the business of selling jewelry, but I must say with the utmost sincerity that meeting people like Ro and Bob, and getting to see first hand how just a little bit more work on our part can go such a long way to making them super happy in the end…it truly is the most gratifying part of our job.