Customer service was a reflection of the behavior of the American consumer. Ever since around 1999, folks would visit Circuit City, pick the brains of its staff, see/touch/feel the products, and then go home (to "think" about it) and buy off of the Internet, from suppliers who didn't have to pay as many people to know about the products, didn't have to pay them to be standing by waiting for someone to come in to browse, didn't have to sacrifice stock as floor models, didn't have to deal with the added costs of paying rent in hundreds of towns and cities, but instead could build a tight, highly-controlled, warehouse operation, with staffing determined hourly based on very tight aggregate forecasts, fed orders by an automated online ordering system, offering products at a significant discount, and therefore gaining market share at B&M's expense.