It's been a month since Probb replied on the thread, so I am not sure if he's actively reading - but in case any other PCB manufacturers are, here's my thoughts (worth what you paid for them)
-I think there's a couple of different groups of people ordering. Hobbyists and professionals. Nothing wrong with either group, but I would imagine the former tends to need more hand-holding and you work harder for the profit than with business customers.
-There are countless companies offering PCB services, many of them specialize in cheap. I have a small business that manufactures boutique electronics products and I don't care about cheap. Well, what I mean is that PCB's are so cheap nowadays that if a 10cm x 10cm board is $1 each in 100pcs quantity ($100 total) at one PCB manufacturer, I really couldn't care less if another PCB shop is charging $130 for the exact same board. Because getting bad boards or sub-par boards is so detrimental to me, that I am MORE than happy to pay that 30% premium to get good boards.
The problem is - ALL of these PCB fabs claim their boards are top notch. So how do you really know you're getting higher quality for a higher price?
As with many other products, it's good to just tell the customer right up-front what your market differentiator is. If you are higher price, higher quality... don't be afraid to say so. Many of us *want* higher quality and are willing to pay more.
Another important thing to me - lots of options! If a PCB fab has things like tented vias, thermal-resin filled vias, metal core PCB's, flex PCB's, peelable soldermask, custom colors for solder mask, offers panelization, offers stencils (ideally framed and frameless), offers options for manufacturing time (at a price premium) and shipping, offers immersion gold, hard gold, HASL, lead-free and other options... and lets me choose various board thicknesses, materials and such - well that is a fab plant I can grow with. Some people will always be hobbyists - and that is fine - but I think a lot of people have a goal to commercialize their designs. I would rather have a go-to fab shop that can do all the stuff I might need tomorrow as well as the cheap and easy stuff I need today.
I may be in the minority there, but that's what happened to me over the years. I started with 2-layer, 1.6mm boards with HASL and green soldermask. I used to use Olimex then - that was about 15 years ago. Now I have a PnP, I stencil paste my boards, I've done metal core, multi-layers, thermal resin vias, metal plugged vias, blind/buried vias, various soldermask and silkcreen colors and flex boards. I only used Olimex to start because they were easy (could just upload an Eagle file). But I remember them going back and forth with me by email about some errors on my board. I had no idea how to make Gerbers back then. But I outgrew them, and the subsequent PCB manufacturers are the ones that got thousands of $$ per year from me for multi-thousand piece board orders, not Olimex.