I think this might have more to do with how the 5 stages of grief works. Stage 2 and 3 being anger and bargaining. When in the early stages of grief you are still hopeful that being angry and bargaining will end your grief and when successful customers maybe happier. Stage 4 and 5 being depression and acceptance, they lose hope and become complacent because they know they have to accept the situation.

I'd suggest to never become complacent. Many managers may begin to feel they've done enough and anything more may not be necessary to get stellar results, but often when you become complacent problems will arise, and you may not be able to recover from the problem as you would have had you not become complacent.

I see a lot of comments on how can DG afford the manpower to run with BOPIS. The real question should be, how much they will save? Integrated retail saves more money than you'd think and will likely increase customer spending. Customers who shop online won't require assistance for price checks or product information. Store recovery will become minimal as more customers simply go inside the store only to pickup their orders. More digital coupons will be used and protect from counterfeit coupons (coupons are money). Considering everything if you have very well trained talent in these stores, this move will decrease the amount of required manpower for the store to operate, and increase efficiency along the way.