Jim is a very good business person. He can come off as gruff sometime, in my experience, but he knows what he’s about. Customer service and client support is a very major value added intangible that you don’t get from the larger monolithic companies! Jim’s got it in spades!
I heard that he even flew to a customers home one time because there was a problem of some sort. Rather than ship the speakers cross country two more times, it was easier for him to go out and fix it himself!
Considering the gear he sells, and the ticket it carries, he seems very conscious to not try upselling people even if it may make sense to do so to most. He listens to you and points you in the right direction.