Isn't it great when you're pleasantly surprised by a new track of music, software program, perhaps a new piece of gear? I think this happens when our expectations are exceeded. And it's something we all enjoy, like discovering buried treasure. I recently got a few nice notes from customers surprised at the performance of their new NPC A/D phono converter. I wrote each of them back asking why they were surprised and their replies were unanimous: we hadn't heard much about it, took a chance, and were thrilled. It's interesting to me that when a product doesn't get a lot of constant attention by the press–when people aren't talking it up–there's sometimes an assumption it isn't worthy of discussion. But, of course, that's not always true. And while we understand this concept intellectually, I think it surprises us when we discover a product or service that quietly goes about its business of being wonderful. This makes me smile.
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