What you've described is very typical. It's wonderful for FLT...

What you've described is very typical. It's wonderful for FLT too. Imagine that, instead of the internet being the threat everyone thought it would be, it means that many of its customers are doing 80% of the leg work. That's a powerful source of productivity improvement that does not fit the usual internet narrative. It can also be thought of as "inverse show-rooming". Instead of finding what you want in store, and then buying on-line, we are talking about finding what you want on-line, and then buying in store. That's looks lie a powerful source of competitive advantage to me.