Michael Raby on Life, Lessons & Legacy

We’re looking forward to introducing you to Michael Raby. Check out our conversation below.

Michael, really appreciate you sharing your stories and insights with us. The world would have so much more understanding and empathy if we all were a bit more open about our stories and how they have helped shaped our journey and worldview. Let’s jump in with a fun one: What’s the most surprising thing you’ve learned about your customers?
The most valuable insight which I already knew, each piece often embodies a unique story—be it a grandmother’s ring passed down through generations, a custom pendant created in memory of a loved one, or an engagement ring symbolizing the beginning of a new chapter. Our customers have shown us that when we manage their gold, diamonds, and watches, we are touching more than just precious materials — we are safeguarding their most cherished memories, honoring life’s most beautiful milestones, and crafting timeless keepsakes that hold hearts. It is both humbling and inspiring to be entrusted with such meaningful possessions.

Can you briefly introduce yourself and share what makes you or your brand unique?
Michael Raby is the owner and operator of Berkshire Diamonds & Design, based in Surprise, AZ.
We have been residents of Surprise for over 24 years, where my wife, Lisa, and I have raised our now three adult children. I am proud to have a wonderful family, including three grandchildren.
Our business was established in 2019, inspired by our family’s connection to the Berkshire County in western MA, where we own a family cabin. This is our favorite place for vacation. I serve as the principal of the company and am actively involved in its daily operations. Over time, we have established ourselves as a trusted and respected local jeweler within the community.

My vision for opening this business was rooted in creating a welcoming and comfortable environment for customers. I believe that visiting a jewelry store should be an enjoyable experience rather than an intimidating one. At Berkshire Diamonds and Design, we create a casual and friendly atmosphere, and it is common to have a baseball game playing in our store to help clients feel at ease. Huge Red Sox fan!

As a jeweler, integrity is of the utmost importance to me. It involves being honest with our customers, being transparent about the quality of materials, offering fair pricing, and setting accurate expectations. Our clients come to us not only to purchase jewelry but also to entrust us with their most meaningful moments.
This trust with our clients is built by standing behind every piece we sell, handling repairs with care, and consistently doing what is right. Integrity is not just a component of our business; it is the foundation of our practice.

My manager, Michele, is an exceptional custom designer with a distinguished client following. Her passion and caring demeanor create a welcoming environment, making clients feel at ease when selecting watches or jewelry.
Jason, our in-house bench jeweler, is highly skilled and experienced—a true master of his craft. His expertise in jewelry repairs, as well as custom creations, is unparalleled. We are proud to have such a talented professional on our team.

Christine, our part-time Customer Service Specialist in the jewelry and watches department, has become a valued member of our team. Through each interaction, she has gained practical experience and industry insight, consistently demonstrating professionalism, warmth, and a deepening understanding that enhances the overall customer experience.

Our customers value our detailed, customer-focused service. Feedback highlights our commitment to excellence, with clients noting that owner Michael Raby and his knowledgeable, personable staff prioritize attention to detail. Our focus remains on custom design, fine craftsmanship, and personalized service in Surprise and surrounding areas.

Okay, so here’s a deep one: Who saw you clearly before you could see yourself?
Before I truly believed in myself, it was my family and friends who kept me going. They’ve always had my back—cheering me on, reminding me what I can do, and sticking with me through everything. Their support gave me the boost I needed to go after my dreams and create something real.

Was there ever a time you almost gave up?
Like many small businesses, we experienced significant challenges during the COVID-19 pandemic in 2020. The period tested our resilience and required rapid adaptation. Factors such as decreased foot traffic, supply chain disruptions, and overall market uncertainty had a substantial impact on our operations. However, these circumstances also reaffirmed the importance of our community and underscored the value of our work.

So a lot of these questions go deep, but if you are open to it, we’ve got a few more questions that we’d love to get your take on. What are the biggest lies your industry tells itself?
A common misconception about the jewelry industry as a whole -is that it is solely centered on sales – In alot of ccases this can be true in the big box or retail chain jewelers. We have understood this from the begining so our core focus is on building trust, fostering relationships, and demonstrating craftsmanship. While it may appear that we are simply offering luxury products, our true purpose is to help create meaningful memories and preserve special stories. Whether assisting with repairs, designing custom pieces, or selecting the ideal engagement ring, our commitment is to provide honest guidance, superior quality, and personalized service—not merely facilitating transactions. Our pricing options are designed to accommodate a wide range of preferences and budgets. It is truly rewarding to work with clients who are purchasing jewelry for someone they care about. It does not matter if your spending $500 or $5000 the emotion people feel is the same.

Okay, so before we go, let’s tackle one more area. Are you tap dancing to work? Have you been that level of excited at any point in your career? If so, please tell us about those days. 
I am genuinely passionate about my work each day. There is a deep sense of fulfillment in assisting clients with celebrating life’s special moments—whether it’s creating custom pieces, restoring cherished heirlooms, or helping select the perfect gift. Each day offers new opportunities to build connections and bring joy to others. This is not merely a job; it is a meaningful and rewarding profession.

Contact Info:

• Website: https://berkshirediamondsanddesign.com/
• Instagram: https://www.instagram.com/berkshire_diamonds/
• Facebook: https://www.facebook.com/BerkshireDiamonds
• Yelp: https://www.yelp.com/biz/berkshire-diamonds-and-design-surprise
• Other: https://nextdoor.com/pages/berkshire-diamonds-and-design-surprise-az-1/

  https://tinyurl.com/ReviewBerkshireDiamonds

Image Credits
These are my own images