In some ways, that’s the fundamental value proposition of a small boutique, whether it be a furniture shop or a software studio. Giving a shit as a service. Sure, you can always get a commodity good from off the shelf – when you’re selling soybean oil by the 100 ton lot, nobody wants to have a conversation with you about the subtle flavour profiles of different bean oils. But sometimes, you want to buy from someone that’s obsessed about the final product.
The most impressive trick is to pull this off at scale. Giving a shit about the interaction every person has with a medium- or large-scale product is the kind of thing very few vendors have the conviction to do. People remember how they felt even when they do not remember specific moments. That is also true for products and services.