On the other hand, we're talking about security here, and, sadly, a company that has extra helpful support may be more easily socially engineered. The author's advice to use gmail.com addresses only works because Google basically has no customer support for gmail.com, so there's no one to social engineer!
This is, ironically, one of the reasons I feel more secure with their 3-man firm than with GoDaddy. GoDaddy has all the resources to put in place a well-architected ISOwhatever procedure with flow-charts, custom software, and government document review... and then fail at their one job. These guys, on the other hand, pretty much will be forced to having an actual human who knows me decide "Is this chap claiming to be Patrick really Patrick?" I feel really secure that a smart geek who has standing orders from me "I DON'T TRANSFER DOMAIN NAMES EVER." can reason out an ad hoc verification process which is much, much more likely to reject a fraudster than the GoDaddy CSR following the manual will be. (I mean, since they're two degrees of separation from me and our mutual friend is a business acquaintance well known to both of us, they could literally just call the friend and say "Someone is claiming to be Patrick and wants to transfer all his domains. You know that's a thermonuclear change since you're in this industry too. Call him and ask whether he knows about this. We'd both appreciate the favor. If he does we're good, if he doesn't, we're blocking this chump.")
Those are excellent points. Some of it only applies to you (being a large customer and having 2 degrees of separation), but I too would feel a lot more comfortable with 3 decent- and competent-sounding guys like them than with a larger company like GoDaddy.
On the other hand, we're talking about security here, and, sadly, a company that has extra helpful support may be more easily socially engineered. The author's advice to use gmail.com addresses only works because Google basically has no customer support for gmail.com, so there's no one to social engineer!