He is a jeweler, designing jewelry for possibly over 50 years and has done work for people who can afford whatever they want. I on the other hand go into his store with a much lower budget only hoping it will be enough and he treats me as if I was just as important as any other customer he could possibly have. I worked with him in designing the ring that I used for the proposal and it is such a special ring that my now wife wears it as her wedding ring. She said she couldn't have imagined a more beautiful ring. I went out on a limb a bit having one special designed, but Mr. Kocek was very accomodating, letting me know we would make it work, basically offering to rework it as needed. We also got my ring with him, one he already had made and equally unique - loved his design. If you don't see something you like in the store, you just have to talk to him. He has many other designs "in the back". Oh, and he buys his own diamonds, travels to I don't know where. I don't understand the business at all, but he took much pride in his diamond buying. As for the 3.5 stars on responsiveness, he was a bit more difficult to catch up with. Phone call is better than e-mail :-). ...and I think he is exceptionally busy and as I pointed out earlier, I was probably a small client for him. Although, I'm pretty sure it is not about the money for him. I really got the sense at this point in his life he does it because it is something he loves to do and enjoys the people.