← 返回

2026.10.05 | TB | Consumer | China Luxury Retail Expert: LV & Dior

原标题：China’s Luxury Retail & Fashion Market – Louis Vuitton & Dior – Former Senior Strategy Executive at Frog Business Consultancy (Shanghai) Co Ltd (Capgemini Services SAS)

#consumer #china

Third Bridge · 2026-10-05

Client-led • 25 Sep 2026

Companies: CDI FR, MC FR, WB US, KER FR

Expert Former Senior Strategy Executive at Frog Business Consultancy (Shanghai) Co Ltd (Capgemini Services SAS)

Agenda

Questions

00:05:49] We're very keen to hear your views on the luxury sector since the beginning of this quarter, i.e. since July. Regarding the luxury sector's evolution, what is going on at the department stores, by brand and segment? We've seen some data on LVMH and LV's impact in particular. What has the impact been on LV sales at your department stores? My understanding is that things broke in July, but how have things evolved since then?

Expert [00:07:35]: This incident started in early July and then initially, people would think that it will die down gradually like that, but somehow the intensity of this got escalated by the time we get to mid-July. Actually, during mid-July, the reason that it really got escalated was because there was this news, this incident, while it was being circulated a lot online on Xiaohongshu, on Weibo by the netizens, it was actually some of the Chinese backed media, namely China Daily and then later on Beijing Daily and Global Times, they all published news about this incident. Also, for example, for China Daily and Global Times, they even do commentaries, official commentaries about the incident. For example, Wu Yuwen [sic]. He's quite famous and he's one of the top commentators for China Daily. Usually whatever he published the article goes on the top front page, so that article was published both on the People.cn, the digital version and also the newspaper.

The hard copy of the newspaper, it was published there. I think since then, the things have gone a little bit out of control because what happens is when this incident was stated or even mentioned being shared by the official Chinese social media. Usually, what it does is it send out a signal to a lot of the platform operators that, "Oh, this is the point of view from the Chinese government," because China Daily, of course, is almost a state media. It's owned by the Chinese government. It represents very much also the standpoint of the Chinese government, so when this article came out, the number of negative posts, all of the things about Louis Vuitton escalated to another level. I think by the mid of July, it went a little bit out of control because the types of posts about the incident have gone beyond the facts. For example, starting the mid of July, there are posts of Louis Vuitton being associated as the lavatory. I don't know if you have heard about this.

A lavatory, I think this is what British used for toilets, lavatory and some netizens started to use lavatory, LV, the short form and then some people started to associate Louis Vuitton with lavatory and why? It's because if you go into the lower-tier cities of China in some of the public parks, in the public toilets, some of the walls, they use some kind of this ancient Chinese decoration and it looks very similar to that logo that they were fighting over each other, like that cross monogram logo. On multiple of these public toilets in China on the walls, you find this logo. They use this logo on the walls in a number of these public toilets, so some of the netizens basically took these photos and then basically they use AI technology and then they transform these photos. They started to associate Louis Vuitton bags with these toilets. As in "Oh you know," because what happens is in the ancient days without a proper drainage system in China, you can't flush your toilets like the modern times, so in the rich wealthy families or in the palace of China, some people as a profession that they will go basically collect these from the toilets at night and then they will collect them and then using large containers like a pole.

They put poles on the shoulder with two bags, on each end and then they will carry these away every night and some of the netizens started to put those bags, put two LV bags on the poles and then featuring people outside of the public toilets and then they started to call Louis Vuitton bags the toilet bags. Basically in Chinese, it's literally translate to (foreign language 12.30) like toilet bags, (foreign language 12.33) mean toilet, so that's like a nick name, became a new nickname for LV bags is (foreign language 12.38) like that and then this type of post very bad, starts to circulate vastly online, starting mid of July and it's also because after the China Daily write commentary, Beijing Daily also published about this article and also a commentary, quoting some legal people also talking about this legal incident and this was published on the 15th of July, this news on both, of course, the Beijing Daily official website and also on the newspaper. Of course, the point of view also was like they were quoting the legal people and they say, "Oh, even there's this legal term," but actually quoting other countries that protecting country's culture or their IP actually should come above these legal terms.

Basically, that's the headline of the news which make the incident even worse because it's like, oh and then another further Beijing Daily's also definitely partly or majority-owed state-owned media came with this point of view. This thing just keeps going on. Then later on, Global Times, which is the foreign facing media also make these articles, but in English also starting in the mid of July because of these standpoints made by these official state-owned media. Because normally what happens is when things start to go in this direction, which is in the west, you can actually sue these netizens because they were damaging really your brand by associating your brand with toilets and creating all these fake pictures, basically AI-generated fake pictures. Normally, the platforms will step in, namely where these posts are circulated like Xiaohongshu or Weibo or even on WeChat, usually, the platform administrators, they will step in and start to clean this up because, of course, LVMH is a big advertiser, or they are big advertising partners with these platforms and also the platforms usually also get worried that they will get sued also by allowing these posts to go around too much.

Normally, in normal circumstances, the platforms will start to step in and clean up, but because I think mostly the state have made their instance, have made their standpoint, so none of the platforms did anything, so they basically just let all of these posts go around as much as they can, no control whatsoever. A lot of these posts actually were being posted inside Louis Vuitton's official account. Basically Louis Vuitton's official Xiaohongshu account, their official Weibo account and also mini programmes. Most of these Chinese netizens basically go into Louis Vuitton's account and then whenever they have these posts, they just put in the comment section, all these negative comments and posts. It's where actually they started to circulate. Then, of course, people will reshare some of these posts or they would like some of these posts. Even though it went so viral, we are talking about thousands of these posts going on, were being forwarded, likes in the thousands of figures, tens of thousands like this, none of the platforms have done anything. It was mainly because at least three of the states that we identified have made the standpoint about, of course, against LVMH largely on this case because what happens is in this court case also, Louis Vuitton was suing the IP court in Beijing of China.

They were actually not suing directly Molly Tea, but they were actually suing the IP court because what happens was they registered their IP with the IP court and basically, they were suing IP court for not executing the protection because the IP court has granted Louis Vuitton the protection over this IP, so technically, they should have stopped Molly Tea to begin with to use starting, but they didn't, so that's why from just a standard legal procedure, they sued the IP court. Then the IP court will take actions to find Molly Tea, etc. This is what happened. Some of the netizens also took this as, "Oh, Louis Vuitton is suing against us because they're suing against our courts." It's like the LV is suing against the Chinese government, so a lot of these got taken the wrong way when things go on to internet, that's usually what happens. Some people tweak it. They started to go in the wrong directions also and then with the lavatory bags, you know these things. The traffic started to notice a noticeable drop in traffic in the stores across China, Beijing, Shanghai and also the tier 2, 3 cities, namely more actually in the T2 cities since the mid of July, really drastic drop already, we see in terms of the traffic.

Of course, which resulted in a pretty big drop also in business across all the LV stores starting in July like that. Then this incident also, what happens was it didn't actually get largely resolved. 1st of July, Louis Vuitton still make the last social media post on their, for example, Xiaohongshu and Weibo accounts, the last marketing post, but since July 1st, they stopped. They didn't make any marketing updates or any post on their social media account anymore until I think the 26th of July like that, so almost for the whole month, they stopped making any new post. Whenever they make a new post, they know that the people will go into the post and start to make negative comments, so the way that Louis Vuitton or LVMH basically controlled this incident or handled this incident was to just stay quiet. They just basically stopped all the digital marketing campaign, all the offline campaign, they basically just stopped everything and that's the way they handled it. Then the incident actually didn't really get turned around until, what date, until the 26th of July because what happened also towards the July 20th like that, 21st, some of the netizens started to also create another fake story on the incident, leveraging the story.

Some of the netizens, the Chinese online people, so there are some Chinese account owners in China. They operate because of the heat of this incident, so they basically create some fake stories or fake news or like these AI big pictures to help themselves generate content to their own account, like traffic to their own accounts. Towards the end of July, I think starting July or 20th something, we also started to see another fake story coming out. Some people claimed that Louis Vuitton has started another legal case against a business in Xiamen, against a cafe, it's like a tea cafe in Xiamen and they basically created this whole article, this whole post, describing, "Oh, basically, Louis Vuitton is suing this small cafe in Xiamen, a very small individual-owned business that they have used the logos on their tables and the chairs and then they got sued." Then people were like, "Oh, Louis Vuitton is now even going against this very small business, poor them, pitiful people," but that was not true, so on the 26th of July, the Xiamen Court, Xiamen, one of the tier 3 very well-known coastal cities in China.

That court basically issued a statement of clarification, stating that this helping LVMH basically. Clarify that this is not true, so they were saying that whatever was circulating online actually was not true. The real case was actually about Louis Vuitton was suing street, namely there are a few businesses on a small street in Xiamen. Basically, they were these shops selling fake Louis Vuitton bags publicly. They were putting LV bags outside in the storefront and sell them, so there were a couple of them on the same street in Xiamen in one of the tourist area in Xiamen and so Louis Vuitton sued basically these businesses on the street for selling fake handbag. This was the real case, but then some of, of course, it was taken and then get associated with this IP because some of the people wanted to create content and traffic for themselves, but it's also a good sign because it means that with this court statement, issued by local government, it means the Chinese government is making a standpoint also is that, "Okay, this incident should finish, should end."

Basically, it's also indirect way of the Chinese government making a statement saying that, "Okay, yes, this has been going on for almost one month already and it's getting out of control because a lot of fake news coming and also affecting a lot of the businesses, the actual LV stores, so it should stop." Basically, this statement in a way is very typical Chinese way of handling incidents like this. They won't issue, of course, a statement directly from the Chinese government. They won't do that because it's a purely commercial matter, but it's through this government statement that people now understand, "Oh, okay, the Chinese government made a say, issue is finish, issue end." That's also why since the end of July, the platforms, all the three biggest platforms like Weibo, Douyin, Xiaohongshu started to help clean up the post for LV, so what happens is any of these new posts, these new negative posts or fake news that came up will be deleted or they will be hidden.

If you go into LV's Xiaohongshu account, for example, if you click in the end of post, if you scroll all the way down, there's a section called hidden content or hidden post, something like that. It's basically the platforms, they have the rights if they see something that's fake, not true, they have the rights to hide them or delete the post. Basically, starting at the end of July, we have started to see platforms doing that for Louis Vuitton, doing that for the group, but somehow, it's been going on for one whole month.

At the West Bund Museum District Shanghai, West Bund Museum. It's where a lot of the largest brand events happen these days in China. Like Dior, previously in June, had also one of the VIP events there. Cartier also held a big exhibition. Mercedes-Benz also had one big event there, it's one of the most popular destinations for brand events these days.

It's another big spending event in China, usually most of them starting also end of July. Usually, most of them will do that, kicked off that in end of July. Almost for the whole of July, they didn't post anything on any of the social media, so they just stopped all the social marketing like that. That's why even for the Qixi Festival, I think they actually missed out quite a bit.

Basically, it's a very unfortunate timing because also the August month also got very much affected when it's supposed to be one of the largest spending months. Also, I think on top of this what happens is because of this incident, some of the competitors also have done something in July, namely Gucci, so nobody knew if it came from official Gucci, but people speculated it could be done by the PR agency that worked for Gucci. Actually, Gucci starting mid of July, there are a lot of posts about Gucci and Kering Group. Basically, this post was citing how the Gucci brand and also the parent company, Kering has always respected Chinese culture and they basically quote an incident back in 2013 when François Pinault, the owner of Kering Group, I think he owned part of Christie's, the auction house. Basically, what happened is back in 2013, 13 years ago, I think some people, they wanted to auction off two zodiac bronze heads from Yuanmingyuan, one of the Chinese palaces that burned down during the revolution times 150 years ago. Then the two bronze head got looted and then they ended up in Europe or something in the west.

Then certain people got hold of these two bronze heads. They are very big importance to China in terms of the history because they were stolen from the palaces, so some people wanted to auction off these two Qing Dynasty bronze zodiac heads during the 2013 auction and then basically, François Pinault, he knew about this and I think back then, he was really trying to grow his business in China, so he decided to acquire the two heads and then he donated these two heads back to the Chinese government in 2013 instead of having that auction at the Christie's, so somehow this incident also got posted online a lot by people and quoting, of course, criticising LV at the same time saying that, "Oh, you see Kering Group, they don't do this in China. They've always respected the Chinese and the Chinese culture," and then they basically quoted this. Then other brands, for example, Burberry, other brands basically kick off their Qixi Festival much earlier, so many of them started to post about the Qixi Festival on the 20th of July which is very early. Normally, they start end of July because everyone saw this incident, so I think everyone was just trying to make use of it and maybe capture some of the market share like that that's lost from LV.

Because also in terms of the products since the LV, the lavatory post started circulating, what we've also seen is some of the people started to sell the LV bags to the secondary market, to the reseller market because many of them also started to circulate that the value of LV bags are going to drop drastically. For example, there are really three models of the LV bags that have become more popular in China lately, namely the CarryAll PM, the PM size of the CarryAll and the CarryAll BB, the small petite size of CarryAll model and also the Neverfull, regular size Neverfull bag. These three models are basically really, I can say, the only three LV models that are still fetching a very solid price in the secondary market. Normally, if you resell like a pristine condition like CarryAll PM, for example, if I manage to buy them in LV store today and I resell them tomorrow, normally, you will fetch at least 95% or even full amount at the secondary market because these three bags are harder to get back. Before this incident, I was talking about before this July, starting because they launched these bags at beginning of the year and they became relatively more popular models, so normally, they will get sold out in the physical stores.

Most of the time, if you walk into a physical LV store, you don't get them because they will be sold out and also even online, you have to try your luck. Sometimes they're back in store, but very soon, if they are back, if they're on the online store, they will get sold very soon, they will get sold out. Most of the time, these three items are in sold-out condition online, but since this incident, of course, they were all available. Even today, if you go online search for these three models, they are available. They can buy them offline very easily and online also and then people started to sell their bags, these bags because people were circulating that the prices of these bags will drop drastically. At the worst time of it, for example, we're tracking on the 20th of July, say, a CarryAll PM bag on the secondary hand market, the value has dropped by 50% at the worst of times. Then by the end of end of July, it has gone a little bit better, but it's still 30% less compared to the peak. If we sell a pristine condition CarryAll PM in the secondary market, the prices will fall by 30%, like that in the secondary market, so that's the time when people noticed that I think some kind of damage has been done to the brand equity for Louis Vuitton because it's affecting really the real sales and the products.

Client [00:36:24]: What is the situation at the end of September? What do you expect going forward?

Expert [00:36:48]: July was very bad, was quite bad, so some of the tier 2 and 3 stores, . Traffic has dropped even further.

00:41:28] What do you expect going forward?

Expert [00:41:35]: Going forward, I think Q4 at a good case. That's because number one is some of the brand equity, I think, damage was done, as I was saying because tracking in the secondary market. For example, for the CarryAll PM, for these bestsellers, the value hasn't resumed to the previous level yet. It's still selling at maybe 15-20% off like that compared to the peak time, the 20% off like that. It means, that appeal hasn't really actually come back a lot, even though in terms of operation-wise, things have all gone back to normal because, for example, they actually did a reopening of the Changchun flagship store already on the 4th of September. At that event, for example, Ouyang Nana, also one of the top actresses attended the reopening of the flagship and also one of the ping-pong [sic] champion, the Chinese Olympic athlete, Su Yiming attended event. From this perspective, things have gotten back to normal. Also on the 10th of September, LVMH also announced it's the 13th anniversary of the LVMH Design Prize for young designers. This year, also, they announced a Chinese young folk, Zane Li, he has won the Karl Lagerfeld LVMH Design Prize Award.

A lot of Chinese likes it, this got also circulated a little bit. It's good positive news. It's a show of respect again like that some people were saying. It seems like things have gotten in terms of marketing also, Louis Vuitton also started their autumn, winter marketing on the 12th of September, they also started the campaign like that. This time around, it's also quite interesting because I think they also are seeing a huge drop in especially the handbag sales. Even in this autumn, winter marketing campaign, this early campaign that we see, they are actually not showcasing their handbags, but instead, they're showcasing their luggage. The new collection luggage with the metallic finishes that looks a lot more like Rimowa actually, people are saying. They're actually showcasing that. A very low key monogram, much more low key. Because it's all in the same tone. You can't actually see the monograms very clearly. It's very low key monogram luggage that they're actually showcasing for the autumn, winter collection like that. Also in terms of the latest marketing, they were doing this movie collaboration, collaborating with the 10th anniversary with a local movie awards like that. Then also they are doing a pop-up, a new pop-up in Shanghai, where the French concession is.

That pop-up will officially actually open today, until the 11th of October. It's likely to transform that space into a library. In terms of marketing, things have gone back to normal, but to be honest, Q4 will still be very tough. It's not just because the downturn, to be honest, for Louis Vuitton, it's actually also not just for Louis Vuitton because starting in the month of June, actually, Dior also has started to come into negative in China. I don't know if you also know about this. Dior, in our previous calls, have been resumed into the positive trend, since January in China, until June and things start to turn also in July, which we think will be strange. It was not because of the Molly Tea incident, the majority of it because most of the Chinese consumers, if you ask them on the street or something, they have no idea that Dior and LV belongs to the same group. They don't know. They thought it's a different business, if you ask every Chinese. It is only a very small amount of people know because they were talking about this online because of this incident, some people also pick out one of the old incidents of Dior. Around maybe 6-7 years ago, when Maria Chiuri [sic], she's still the creative director, in one of our runway shows, one of the dresses was a horse-face dress. I think you can search this online.

Then some people took this incident again. Back then, some Chinese people also demonstrated because of this because they were saying that she stole the Chinese design because it was one of the dresses that was worn by the palace days, the royal people in the Chinese palace. Some people took this incident for Dior. Then they said, "Oh, so whole LVMH group is the same." They never respect the Chinese and then some people brought this Dior incident back up also. Then this also got circulated a little bit, like that during July. Maybe to a certain extent, it also affected a little bit Dior, but I think a majority of it was not because of that because starting in the month of July, we also see Hermès also coming down into negative, which is also very big news because in our last call, I think we already mentioned that Hermès already showing weaknesses. Then, in the month of July, officially, it has turned to negative the sales, in many of our stores. We think it's not purely the drop in business now starting in July, it was not. Of course, the Molly Tea incident was a big, big factor affecting LV and also related to that affected the whole European cohort because after negative sentiment going on, but it was not all because of that.

I think in our last previous call also, we also touched on that ultra-high net worth was being affected also because of the capital control. I think we talked about this in the last call that starting in June, we have this capital control happening across the Chinese authorities, were putting in controls on the capital flow across the border. Namely money going into Hong Kong. I think we spoke about this. We captured this. It already affected some of the ultra-high net worth, like I mentioned because all of a sudden, they just have been very careful with the money movement because they don't want to startle any of the Chinese authorities back then. Then also, like I mentioned, I shared with you, some of the equity accounts in Hong Kong also got frozen because of it because if there are any unknown sources of the capital, if equity company can't prove the source, it got closed. It really started with the ultra-high net worth. Actually, starting July already, for the ultra-high net worth, already is affecting them because of this. I'm sure you know, in August, another further policy came in, which is targeted at, of course, the ultra-high net worth. Of course, I'm sure you heard it's the global taxation.

Of course, again, it's targeting the same bunch of people, the ultra-high net worth, as in about doing the CRS, global taxation, they will tax global wealth, even the money that was overseas will be taxed also, 15%, something like that. Of course, this incident was even worse than the capital control one because as we mentioned in our previous call, the capital control one was always in place. It was always in black and white. There was always a limit on how much money that Mainland Chinese can bring out of China every year. It's always black and white there, but it was just not being properly executed. In August, this global taxation was the first. This was never mentioned before, never happened in China. People said, "What is this?" It was never mentioned something like that, similar like that before. It came as a real shock also to a lot of ultra-high net worths. I don't know if you also know, around 10 days ago, also another very shocking news also for a lot of the ultra-high net worths. The Chinese government has struck a trade deal with the Swiss government. I don't know if you've seen this news, around maybe came around two weeks ago. Basically, the deal was about that the government is going to grant the import tax exempt on almost 99.5% or 99.8% of the goods imported, that will be exported from Switzerland, imported into Mainland China.

99% above goods from Switzerland will be exempted from import tax to go into China. What happens is, in return, a lot of people look into the details of the news, nothing was mentioned as in return what the Swiss government will be offering to the Chinese government. All the news were talking about was, "Okay, wow, nice," in phases, but honestly, the date was not announced. No date was announced as in when this will really be executed, nothing was announced. What is the Swiss government offering the Chinese government in return of this trade deal? It's huge. 99.5% products tax-free into China because no other countries really have this kind of benefit. You think about it, which country has this benefit, especially in Europe and the US?

00:52:50] Could you expand on the various brands in terms of growth in July, August and September for Dior?

Expert [00:53:02]: For Dior starting in July, we see drop for Dior. It was mostly because you know for Dior these days really since last year, actually, most of the customers, most of them are VIPs, 80% of the sales generated by VIPs. Most of them are the second-generation world or third-generation world ladies, daughters, granddaughters of the ultra-high net worth Chinese families. Many of them have shown slowing down in the spending, but actually, we already observed signs in July. We saw already some signs of slowness and in July, it officially went into negative. Many factors. One, of course, is this wealth thing is now the ultra-high net worth, we're really seeing a cutback from the ultra-high net worth for Chinese because they're just worried these days, so they're just being very careful.

00:56:19] How has Chanel been compared to Dior in terms of growth?

Expert [00:56:24]: Chanel actually also had a bit of a slowdown. I mentioned they have a very strong growth in Q2, thanks to Matthieu Blazy. That also slowed down in China. Starting in July, we have also seen Chanel slowing down. I think it has to do with just the top of the pyramid of the sector was affected by this wealth thing happening. Also, what's also really unfortunate also for some of these brands was because the weather also was very bad, starting July and August. The bad weather actually started to switch to northern parts of China. In China, I don't know if you heard in August, in Beijing, the northeastern part of China, there was this typhoon that went around and around in circles like a hurricane. It's never heard of in the month of August because normally, Beijing, even Shanghai was dry and sunny most of the days in summer. Also, another big news that came was the lower-end handbag market having a huge boom in China. I don't know if you heard, but Michael Kors will have a very good quarter in China starting this quarter. They just launched their new bag.

Client [00:58:06]: Did Chanel slow down further in August and September?

Expert [00:58:13]: In August and September, a little bit further slowdown for Chanel, For Hermès also slowed down. I think, it's more shopping (talking over each other).

00:58:39] How has the decline of Hermès been in Q3?

Expert [00:58:47]: Hermès, the decline has gone a little bit more. August more, more, much more. I think they were really startled by the global taxation.

Because in the top tier cities, the VIP profiles, they are mostly businessmen, they are maybe CEOs of tech companies. Somehow they clean money. They make this money themselves out of doing businesses, being at top executives at companies. They are mostly residing in tier 1 cities, these people. The lower-tier cities, the type of wealth that was being generated was usually in relatively not so direct ways, those money. They are actually usually the ones that will become more startled if anything happens. That probably also explains why we see a bigger drop in general also in the lower-tier cities. That's going on like that because even the newly opened Sanlitun Hermès flagship in Beijing, that one, it just opened. Sorry, I don't have a comparable number because it just opened right this year, two months back like that. That one also slowed down quite a bit compared to the first month of opening. In general, it's just the whole sentiment. It's just not the Molly Tea, that's why because why it's affecting Hermès? Why is it affecting all like Dior, but it's just I think the ultra-high net worth. For these top-end handbag brands, they are suffering. Did I share also with you in our July call, the hashtag for Hermès has become, "Do not ask for bags" in China. The hashtag for Hermès in China, I don't know if you know. "Do not ask for bags" have become the hashtag for Hermès.

Client [01:02:40]: Is that because people are frustrated that they can't have bags?

Expert [01:02:47]: No, it was not like that. Since actually our last call, I've been sharing with you already, Hermès sales associates have been under a lot of pressure because their sales have been slowing down. Even the bags have been selling slower than before. That means there is a much higher level of inventory even with the most popular bags, like the Birkins and Kellys, the likes of those even have a higher inventory situation starting actually earlier on, but it really got intensified in July. Why the hashtag "Do not ask for bag." This hashtag was circulated by the Tai-tais, by the VIPs on social media on Xiaohongshu. There were also something that they were talking among themselves.

Back in 2023 to get your hands on a Birkin, you need to wait for 6-12 months, even up to 18 months, some people for a bag to come in. Even after you reach your pre-spending ratio, even after you have spent enough on the non-leather goods, you still have to wait for months or at least weeks, but since July, what's been happening was some of the VIPs were telling, What happened was the SAs basically contacted and say, "Oh, why don't you come in next week?" I have it in our store in Chengdu. I can have it transferred to you and will be here next week." This was not a one-off incident and various multiple VIPs have quoted the same, where they requested for a bag, a shoulder bag, Kelly, very hard to get bags. The SAs will ask them to come into the store, "Why do you come in tomorrow or next week."