[Erik St. Pierre]

Thanks Tom,  fascinating thoughts. Totally agree with the importance of (1) (2) and (3)

I’m a big believer that the need to “ask them to look at their computer and take care of the order we just sent through online” is still a major barrier to online ordering. Why place the order online if you have to call anyway, right?  Until we (as an industry) can solve for this, we’ll continue to burn time on hold on the phone with the parts counter.

Any other thoughts on the phone vs. online ordering?