i was assistant manager for blockbuster just two years before they closed in Canada. like Bob, and mostly anybody that had work in a video club, i could fill a book with stories (like the one time where a guy was looking around for 10 minutes, in the store, i asked him if i could help him, and he told me : no it's ok, i'm just looking for a movie for my daugther, and a few minute later he talked to a male employe, and leave. i asked the employe what the guy asked him, he said : he asked me where the porn section was (if you remember, blockbuster didnt had a porn section)), especially that in Québec we had the language difficulty, because some of the less popular movies didnt have the french version.
with the language, when videoclub stores had vhs, they had to have 4 version of the movie :widescreen English, widescreen french, fullscreen English, fullscreen french... god bless dvd for that...
Anyway blockbuster never became a leader in the industry here. in our provincial anomaly, videotron is the big evil company that control : press, book editing, cable distribution (and movies and on demand streaming within their cable distribution), general and specialized tv channel, internet, cell phone and phone service provider, and videoclub stores.