Independents

Retailer Hall of Fame 2018 Inductee: Cathy Tivol

IndependentsMay 16, 2018

Retailer Hall of Fame 2018 Inductee: Cathy Tivol

The second-generation jeweler has navigated the trials and tribulations that come with a family-run business.

Cathy Tivol, National Jeweler Retailer Hall of Fame 2018
Cathy Tivol is the owner of Tivol, which has two stores in the Kansas City area. She is the 2018 inductee in the Retailer Hall of Fame's Multi-Store Independent category.
Growing up, Cathy Tivol showed a natural affinity for the jewelry industry, but she didn’t imagine she’d end up running the family jewelry store established by her grandfather, Charles Tivol, in 1910 and subsequently run by her father, Harold.

Click <a href="https://magazines-nationaljeweler-com.s3.us-east-2.amazonaws.com/retailerhalloffame/2018/index.html?page=1" target="_blank">here</a> to read the full story in the Retailer Hall of Fame issue.
Click here to read the full story in the Retailer Hall of Fame issue.

“When I was a little girl, about 7, I would go down to the store and watch my dad sort small sapphires and rubies with a tweezer,” Tivol explains. “He showed me how to hold tweezers, unfold a diamond paper and use a scale. I remember loving folding and unfolding those diamond papers, and the clink of the stones on the scale.

“At the dinner table, my father would talk about the actor from ‘Superman’ coming in that day, or [TV’s singing cowboy] Roy Rogers, and my brother Tom and I would get hysterical. I absolutely had no aspirations to join the family business until college.”

Once she changed her mind, Tivol embraced her decision wholeheartedly, taking GIA courses by correspondence while studying English and psychology at college. She liked her GIA diamonds course most of all. 

“Dad was very big on education and being knowledgeable in our field,” says the jeweler, who is being honored this year as the inductee into National Jeweler’s Retailer Hall of Fame in the Multi-Store Independent category. (Tivol has two stores in the Kansas City metro area.)

After graduating from college, Tivol went to work at the store, which, at the time, was owned by her father Harold and his brother, Jack. As a crash course, the brothers had the young woman spend a few months working in each of the store’s departments, from accounting to marketing, inventory, repair and back office.

“Looking back, I think this was so smart,” she says. She found that “doing a job, rather than observing, is the best way to learn.”

Tivol hasn’t stopped learning since. With her signature humility and candor, she recalls a mistake she made years ago that she now uses to educate her sales staff.

Cathy with her father, Harold
Cathy with her father, Harold

“I’ve made countless mistakes, too many to remember,” she says. “Many years ago, a man came into the store wanting to spend $10,000 on an upgrade for his wife’s original diamond ring. This was a guy I knew personally, and I knew that he was very wealthy. I tried to convince him to spend more by showing him larger, more expensive diamonds. He ended up walking, and buying somewhere else. Big mistake on my part; I didn’t listen.

“There’s nothing wrong with trying to upsell, but I should have also shown him stones in his requested price range. This has become a great example in our sales training of what not to do.”

Tivol’s major takeaway from that experience: Always tell the truth. And admit when a mistake has been made.

Fulfilling a Familial Legacy
Cathy Tivol officially joined the management team of her family’s Kansas City, Missouri, store in 1978, and 2018 marks her 40th year with the company. In 2005, she stepped into the role of CEO.

Tivol President Brian Butler, who began his career with the store as a salesperson in 1998, says that her management style is to lead by example, providing a hard-working, calm and composed role model for her staff.

“Her work ethic and willingness to do whatever needs to be done set a great example for others in a male-dominated industry,” he explains, noting that it’s common to see Tivol in the store six days a week. “At the same time, while having the drive and persistence of a savvy business woman, she is compassionate and accepting.”

Several people interviewed for this story noted that Tivol’s emphasis on personal connections stretches far beyond the boundaries of customer service or business relationships.

Butler continues, “You couldn’t ask for a better friend, confidant or sympathetic ear. She’s the first to bring food at the loss of a family member and there’s enough food for the entire extended family.  She has a fun and witty side that makes me smile just thinking about it.” 

Here Cathy is pictured with her father and son, Hunter Tivol McGrath.
Here Cathy is pictured with her father and son, Hunter Tivol McGrath.

Tivol’s son, Hunter Tivol McGrath, adds, “She has a way of relating to our staff and clients that is in our DNA from my grandfather, Harold Tivol. She is a smart, savvy businesswoman dominating her role in an industry with many men at the helm.”

After so many years in the family business, Tivol says continuing her grandfather’s legacy is what she’s most proud of, though she doesn’t credit herself with the full weight of that achievement.

“Our longevity is due much more to our staff than to me. Customers come in and see familiar faces, many of whom have become friends.” — Cathy Tivol

“[The fact] that Tivol is still here after 108 years is probably my biggest accomplishment, although I’ve only had a few years at the helm,” she says. “Frankly though, our longevity is due much more to our staff than to me. The fact that we have many employees who have been here for more than 15 years has allowed customers to form true relationships with our sales staff. Customers come in and see familiar faces, many of whom have become friends.”

The store’s century-plus in business sets it apart—particularly at a time when so many independent jewelers are closing. Tivol says it hopefully sends a message of stability to the community.

“The Tivol brand is strong, and we’ve remained true to it throughout the years. Integrity, value, and quality are living words to us,” she says. “We’ve also become known over the years as risk-takers for our humorous marketing and advertising campaigns.”

Tivol is referring to the store’s marketing campaign that began in the 1980s and lasted for nearly 20 years. It featured her father Harold, who passed away in 2016 at the age of 92, in funny print and television ads.

A Store That Feels Like Home
Tivol is also known for fostering a welcoming environment in her stores that extends to the designers she works with.

Geri Bondanza, a partner at Michael Bondanza, recalls meeting Cathy Tivol and her father in the late 1980s at a time when many retailers weren’t interested in promoting design.

“They started to realize that American jewelry designers should be recognized. They were really one of the leaders in giving designers a name in the stores,” Bondanza says.

Designer Penny Preville and Cathy Tivol
Designer Penny Preville and Cathy Tivol

Designer Penny Preville also met Tivol in the 1980s, at a JA New York show.

“I remember she came over to my booth, and she was really adorable and beautiful and had all of this wonderful energy,” Preville recalls of the meeting. “She really was behind the designer business. She was a great partner. Because she’s behind you, the salespeople are behind you.”

What stands out most to Bondanza and Preville is Tivol’s “welcoming” nature.

“She’s always open to listening,” Bondanza explains. “She’s always inviting people into her home.”

“I could always call her and talk to her,” Preville says. “We formed an amazing bond. Over the years we became really close and she’s become one of my dearest friends. It feels like you’re being welcomed into someone’s home when you go to the stores. She’s very easy to talk to and sets a really great example for the excellent staff, who have been there a really long time.”

The store’s strong local reputation, warm atmosphere and popular advertising campaigns aided the Tivols in opening a second store in 1994, in neighboring Overland Park, Kansas.

Weathering Storms
Successes aside, Tivol’s journey hasn’t been without its challenges. 

She and her team opened a third location in the Kansas City area that ended up closing after the 2008 financial crisis. Additionally, the Tivols have seen their share of familial ups and downs over the years. 

“A family business can be absolutely wonderful and fulfilling, and it can also tear families apart,” Tivol says. “It’s amazing that we’re still around because of all the family issues we’ve had over the years—my dad buying my uncle and aunt out and what that did to the family, my step-brother joining the business, my brother leaving the business. Through all the turmoil though, I’ve been very lucky because dad and I were on the same page almost 100 percent of the time.”

“There is almost no scenario she hasn’t encountered and navigated through. Internally and externally, personally and professionally, she has seen it all.” — Hunter Tivol McGrath

No challenge compares, however, with the personal tragedy Tivol endured in 2011 when her daughter, Brooke Tivol McGrath, died unexpectedly from a rare blood infection at the age of 28. McGrath was working in New York at the time as marketing director for jewelry brand Carelle. Today, Carelle and the Women’s Jewelry Association support an annual $5,000 merit-based grant in her honor.

Shortly after the family lost Brooke, Cathy’s son Hunter decided to join the company, representing the family’s fourth generation in the business.

“Hunter came to me several months after Brooke died and said he wanted to join the family business,” Tivol recalls. “I was still reeling from grief, and my husband Mark had the presence of mind to say that we’d love to have him, but that we’d like to find a consultant to help us do it the right way, a first for us.”

Cathy with Tivol President Brian Butler
Cathy with Tivol President Brian Butler

To avoid past familial issues and lay a strong foundation for McGrath, who is a CPA and graduate gemologist, she hired consultant Jim Murphy to guide her son’s transition into the company. 

“I think the key is for each family member to have a clearly defined role,” Tivol says. “Listening and being respectful and open is huge.” 

Introducing the younger generation has paid off so far. Today, McGrath is the company’s vice president, and has brought much to the table in terms of helping the older generation look at procedures with fresh eyes. 

“Hunter wants Tivol to continue doing what we do best but also look outside the box to stay fresh and relevant and ahead of the game,” Tivol says.

There is a synergy between the third and fourth generations of the business, as McGrath is able to bounce his new ideas off his mother’s hard-earned expertise.

“There is almost no scenario she hasn’t encountered and navigated through,” he says. “Internally and externally, personally and professionally, she has seen it all. She continues to amaze me with her resilience as we face changing times in an ever-fluctuating industry. Her ability to shift, to stay ahead of the curve, allows Tivol to remain a strong name in our industry.”

Preville adds, “I think she’s grown a lot through life experiences and the ups and downs of the business. It’s been amazing to watch her expand her father’s legacy. I think she’s a great leader.” 
Ashley Davisis the senior editor, fashion at National Jeweler, covering all things related to design, style and trends.

The Latest

LIM-401 2024 National Jeweler Supplier Bulletin- iD100 Web and Eblast FINAL (1).jpg
Supplier BulletinApr 24, 2025
Protect Your Customers and Your Business

Sponsored by the Gemological Institute of America

Wolf CEO Simon Wolf
EditorsApr 24, 2025
Q&A: Wolf’s CEO Talks U.S. Expansion

Simon Wolf shares why the time was right to open a new office here, what he looks for in a retail partner, and why he loves U.S. consumers.

Charles & Colvard moissanite ring
FinancialsApr 24, 2025
Charles & Colvard Delisted From Nasdaq Due to Noncompliance

The company failed to file its quarterly reports in a timely manner.

gia1d100 btyb.jpg
Brought to you by
Protect Your Customers and Your Business

The risk of laboratory-grown diamonds being falsely presented as natural diamonds presents a very significant danger to consumer trust.

Young Diamantaires
SourcingApr 24, 2025
Young Diamantaires Transition to Nonprofit

The organization also announced its board of directors.

Weekly QuizApr 18, 2025
This Week’s Quiz
Test your jewelry news knowledge by answering these questions.
Take the Quiz
Mined + Found "Hope" Matchbox Locket
TrendsApr 24, 2025
Amanda’s Style File: So Charming

Charms may be tiny but with their small size comes endless layering possibilities, from bracelets to necklaces and earrings.

Bulgari’s expanded factory in Valenza, Italy
MajorsApr 23, 2025
Bulgari Doubles Size of Jewelry Factory in Italy

Located in Valenza, the now 355,000-square-foot facility includes a new jewelry school that’s open to the public, Scuola Bulgari.

gia-topimage 0325.jpg
Brought to you by
A Brilliant Future Is Here

Get online education from GIA experts.

Jason McNary accepting FGI Fine Jewelry Rising Star award for Paola Sasplugas
Events & AwardsApr 23, 2025
PDPaola Creative Director Wins FGI’s ‘Rising Star’ Award

Paola Sasplugas, co-founder of the Barcelona-based jewelry brand, received the Fine Jewelry Award.

1999 Cosmograph Daytona, Ref.16516
AuctionsApr 23, 2025
Rare Custom Rolex Daytona Heads to Auction

A platinum Zenith-powered Daytona commissioned in the late ‘90s will headline Sotheby’s Important Watches sale in Geneva next month.

Carmelo Anthony and Jaylen Brown David Yurman campaign
MajorsApr 23, 2025
David Yurman’s New Campaign Stars Carmelo Anthony, Jaylen Brown

The basketball stars wear men’s jewelry from the “Curb Chain” collection.

Woman wearing Zales jewelry
MajorsApr 22, 2025
Zales’ Rebrand Takes Playful Approach to Fine Jewelry

The Signet Jewelers-owned retailer wants to encourage younger shoppers to wear fine jewelry every day, not just on special occasions.

JAR Apricot Blossom bracelet
AuctionsApr 22, 2025
Christie’s to Auction JAR Jewelry Collection

The 21 pieces, all from a private collector, will be offered at its Magnificent Jewels auction next month.

National Jeweler columnist Lilian Raji
ColumnistsApr 22, 2025
The PR Adviser: Building Buzz Through Word of Mouth

Lilian Raji answers a question from a reader who is looking to grow her jewelry business but has a limited marketing budget.

Avi Levy
GradingApr 22, 2025
Avi Levy Is GCAL By Sarine’s New Chief Growth Officer

GCAL by Sarine created the new role to sharpen the company’s focus on strategic partnerships and scalable expansion.

Cartier Exhibition Installation at Victoria & Albert Museum
Events & AwardsApr 21, 2025
An Exhibition Exploring the History of Cartier Is Now on Display

“Cartier: Design, Craft, and Legacy” opened earlier this month at the Victoria and Albert Museum in London.

Bill and Birdie Levine of Van Cott Jewelers
IndependentsApr 21, 2025
New York Jeweler to Close After 111 Years

Van Cott Jewelers in Vestal, New York, is hosting a going-out-of-business sale.

IJO Director Samantha Larson
IndependentsApr 21, 2025
IJO Names New Director of Vendor Relations, Merchandise Strategy

Industry veteran Samantha Larson has held leadership roles at Borsheims, McTeigue & McClelland, Stuller, and Long’s Jewelers.

Events & AwardsApr 21, 2025
Jewelers of Louisiana, Mississippi Jewelers Association to Co-Host Convention

The two organizations will hold the educational event together this fall in Mississippi.

Daymond John
Events & AwardsApr 18, 2025
Daymond John to Give Keynote at JCK Las Vegas

The entrepreneur and “Shark Tank” star will share his top tips for success.

Dukachi Easter Bread Pendant
CollectionsApr 18, 2025
Piece of the Week: Dukachi’s ‘Easter Bread’ Pendant

The Ukrainian brand’s new pendant is modeled after a traditional paska, a pastry often baked for Easter in Eastern European cultures.

Bremer Jewelry
IndependentsApr 18, 2025
Bremer Jewelry to Reveal Renovated Store

The jeweler has announced a grand reopening for its recently remodeled location in Peoria, Illinois.

Tiffany & Co. Strong Like Mom campaign
MajorsApr 18, 2025
Tiffany & Co. Employees Star in Mother’s Day Campaign

The “Strong Like Mom” campaign features moms who work at Tiffany & Co. and their children.

Athena Calderone x John Hardy Collection
CollectionsApr 17, 2025
John Hardy, Athena Calderone Partner on Art Deco Decor-Inspired Collection

Interior designer Athena Calderone looked to decor from the 1920s and 1930s when crafting her first fine jewelry collection.

Movado Connect 2.0 watches
FinancialsApr 17, 2025
Movado Group to Increase Prices to Offset Tariffs Impact

During a call about its full-year results, CEO Efraim Grinberg discussed how the company is approaching the uncertainty surrounding tariffs.

Natural Diamond Council Diamond Learning Center Graphic
Lab-GrownApr 17, 2025
NDC Launches Its Diamond Learning Center

The free program provides educational content for jewelry salespeople and enthusiasts to learn or refresh their diamond knowledge.

Jewelers of America logo
Policies & IssuesApr 17, 2025
Jewelers of America Requests Tariffs Testimonials from Members

The feedback will be used to prepare other jewelers for the challenges ahead, the organization said.

×

This site uses cookies to give you the best online experience. By continuing to use & browse this site, we assume you agree to our Privacy Policy