He's not talking about that. He's talking about the fact that, at any Wal-Mart you care to patronize, you'll find that while they have sixteen or twenty tills installed and ready to use, they have maybe three actually staffed and available for checkout, so you end up standing in line for five or ten minutes even when there's hardly anyone in the store, and when it's busy you get to choose between waiting half an hour and taking your business elsewhere.