In business I place a high value on service and especially in a field like this which is all gentleman this and sir that, there are many out there that will do things cheaper but quality service is hard to come by, in my opinion you really need to do that little bit extra, be it complementary urgent shipping or samples, the costs are built in but it's about delivering more than the customer expects and developing a relationship.
That said I've never tried to deal with James and I bet he's a busy guy, he may need an assistant or 4 but still I know it can cloud your opinion of a company just slightly.
To prove my point, I work doing spare parts and I had a local auto electrician call needing a plug for a BSI in a Citroen, these plugs arnt available seperately, the whole loom is over 2k and we had internet issues.
Fortunately we had saved a loom from a warranty job and I was able to cut a plug off and drive it over to them, didnt charge them and as a result we hear from them for little odds and ends almost daily as they know we will do what we can for them.