[stomachmonkey]

They were dimly lit.

The carpets were nasty.

The place smelled.

The staff acted like they'd rather be changing bed pans in a geriatric facility.

They never had enough product.

They used to lose your returns then you'd have to argue over the fee's.

They acted like they were and would forever be the only game in town and treated their customers accordingly.

Most importantly they either never knew or simply forgot what their business was.

It was maybe 5 years back I got a call from them, wanted to know if I was interested in coming on board.

I asked the guy, "I know the answer but would like to here it from you, what is your business? What does Blockbuster do?"

His response was "we rent entertainment media, movies, games, etc..."

I told him he was wrong and thanks for the call but no thanks.

That was never their business, they were always a distribution channel. That's it, nothing more.

Not recognizing that is what kept BB focused on physical goods.