In 30 seconds
Two months ago, I entered Hugo Boss at Chadstone Shopping Centre, seeking a perfect suit. Kimmi, a warm sales associate, showed me a great black suit but promised to source another colour. Her friendliness led us to bond over K-dramas, J-dramas, and styling. I left with a green dress, expecting no follow-up. Yet, Kimmi called—she’d found my suit in Europe. In an era of enshittification, where businesses prioritise profit over service, Kimmi’s proactive care was a revelation. Her human-centric approach built trust and loyalty. Let’s celebrate the Kimmis and demand better than soulless automation.
In 2 minutes
Two months ago, I walked into the Hugo Boss store at Chadstone Shopping Centre in Melbourne with a mission: to find a suit that fits perfectly and looks fantastic. This quest has been a years-long challenge—short of bespoke tailoring, off-the-rack suits rarely deliver. As someone who likes to prioritise goals first, I entered focused, ready to get down to business. But then I met Kimmi, a young sales associate whose warmth and exceptional service turned a transaction into a connection I won’t forget.
Kimmi greeted me with genuine enthusiasm and listened as I outlined my needs. She showed me a black suit—jacket and pants—that finally met my standards. It was spot-on, but I own plenty of black separates and craved something different. I asked about other colours. Kimmi explained the store didn’t have them in stock but promised to investigate. She took my number, and as we chatted, her friendly demeanour invited me to open up. We discovered a shared love for K-dramas and J-dramas, bonded over styling clothing, and connected as decent people who value kindness and genuineness. That conversation made the experience feel personal, not just professional. I left with a stunning green dress I spotted and a smile, though I didn’t expect much follow-up.
Two months later, my phone rang. It was Kimmi, calling to say she’d sourced my dream suit—in a new colour, from Europe. I was stunned. In a world where follow-ups are often empty promises, Kimmi’s initiative was a revelation. Her effort wasn’t just about a sale; it was about building trust and making me feel valued. How many times have I been let down by businesses that don’t bother? Too many. That’s why Kimmi’s service inspired me to write this.
This shouldn’t be shocking, but it is, thanks to enshittification—a term coined by Cory Doctorow to describe how businesses degrade services for profit. Enshittification is the chatbot that traps you in loops, the “we’ll call you back” that never happens, or the staff too stretched to care. You see it in unfulfilled promises, soulless automation, and experiences that treat customers like data points, not people.
Kimmi’s service was the antidote. Her warmth, proactivity, and genuine connection—forged over K-dramas and styling tips—show what’s possible when businesses prioritise humans. She didn’t just sell me a suit; she built a relationship. Kimmi invited me to stay in touch and reach out whenever I need anything, and I’ve told friends about Kimmi. That’s the magic of human-centric service: it sparks loyalty and referrals.
Businesses, take note: empower people like Kimmi to listen, connect, and follow through.
Customers, let’s reward these experiences and demand better than enshittification.
I love Kimmi—not just for finding my suit, but for reminding me that great service is a relationship worth cherishing.
Let’s celebrate the Kimmis out there and make their standard the norm.
Remember, everybody lives by selling something.
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The post I Love Kimmi: A Celebration of Exceptional Service in an Era of Enshittification appeared first on Barrett Consulting.
