Not to say that all small companies provide better service (they certainly don't) or that all big companies provide poor service (just had a great experience getting my iSight repaired by Apple), but one of the things I like best about doing CourseForum and ProjectForum is being able to spend a bit of time to work with people to explain how the product could help them. And of course, being a lot closer to the product can make that easier. In the big companies, it's more likely the big sales guys, who only really have time for the really big accounts, with all the scraps being farmed out to resellers, who can't provide that level of engagement. For me anyway, the smaller company thing is a comfortable niche. Of course, the smaller company experience doesn't scale well! :-)
Part of an email that I liked from one potential customer:
I really appreciate discussing this with someone who is so clear and well informed on what they sell. I did read the why we left freebie Wiki page, good reasons that already had my alarm bells ringing. Not impossible to overcome, but you do offer something at a reasonable price that helps take away the pain.