CARE FACTOR CONSULTING
Would YOU want to be served by your team?
If the answer's “maybe” or “not really” — we’ve got a problem.
You don’t need another customer service script.
You need a Customer CARE Culture that actually sticks.
And the best part?
You can start fixing it in the next 3 minutes.
The problem isn’t your service.
It’s what’s missing underneath it.
You don’t have a staff issue.
Or a customer issue.
You have a care culture issue — and it’s showing up everywhere.
Great service can’t be faked.
It has to be modelled, trained, measured — and lived from the inside out.
That’s what we build with CARE.
We don’t do customer service.
We build care cultures.
Anyone can teach staff to smile and say “Have a nice day.”
But that’s not CARE.
CARE is how people feel :
in the moments that matter,
when it’s busy,
when something’s gone wrong,
when no one’s watching.
And the truth is — you can’t fake it.
You have to build it. Live it. Lead it.
That’s what we do.
Indifference is invisible — until it costs you everything.
The C.A.R.E.™ Philosophy
Because a good experience isn’t enough anymore —
customers remember how you made them feel.
Most businesses say they care.
We show you how to operationalise it —
from the boardroom to the barista.
At Care Factor Consulting™, we believe CARE isn’t soft.
It’s strategic.
It’s how you close the gap between what customers expect…and what actually happens.
C - Culture That Connects
Because culture eats strategy for breakfast — and customers feel the gaps before you do.
We help you design a team culture that connects, not just complies.
Because when your team feels safe and seen, your customers do too.
A - Actionable Truths
Forget the fluff. Feedback forms and staff meetings won’t fix what you’re not seeing.
We show you the unfiltered truth of your customer experience — and what to do next to turn it into real ROI - make it repeatable, and raveable. On and offline.
R - Resolution That Retains
Most complaints are handled too slowly, too defensively, or not at all.
We train your team to resolve issues fast, fair, and with empathy —
so customers come back stronger than before.
Because what happens after something goes wrong is what they remember most.
E - Experience Design
Great brands don’t leave customer experience to chance.
They design it — deliberately, emotionally, and strategically.
It’s not about scripts or gimmicks.
It’s about creating connection on purpose — even when it’s busy, messy, or things go wrong.
The C.A.R.E.™ Philosophy
The Numbers Every Venue Owner Hates to Admit
15.7%
Staff turnover in hospitality every year — 1 in 6 walking out, taking your training and culture with them. (ScaleSuite, 2024)
31%
Of Aussie businesses can’t find enough staff to stay consistent.
(ABS, 2023)
46%
Say rising costs are crushing their margins.
(ABS, 2023)
14%
Of businesses closed their doors in just one year — the highest exit rate since the GFC.
(ABS/ABC, 2023)
And that’s just the obvious costs…
Sources: Australian Bureau of Statistics, Business Conditions & Sentiments (2023); ABC News reporting ABS Business Exit Data (2023).
The 3 Truths Your Customers Never Forget
Moments Matter
The Experience Economy
The Complaint Recovery Advantage
Customers don’t remember everything. They remember the highs, the lows, and the endings.
One unresolved complaint (or one unforgettable WOW moment) becomes the whole story they tell.
Source: Heath Brothers, The Power of Moments
74% of consumers say experience matters as much as product or price.
We’re already in the Experience Economy — and the Transformation Economy is next. If you’re not designing experiences, you’re already behind.
Source: Deloitte, 2023
Customers whose complaints are resolved quickly and fairly are up to 4x more likely to stay loyal.
That’s the Service Recovery Paradox — proof that complaint recovery isn’t a drain, it’s your biggest growth lever.
Source: Service Recovery Paradox, CX studies
These truths shape every business. The only question is: are you working with them, or against them? That’s where the CARE Factor comes in.
Our Services
Choose Your Starting Point
01
CARE Impact Training™
Fix complaints fast. Build culture that lasts.
Turn complaints into connection and chaos into culture.
This isn’t theory — it’s my own proven IP. A half-day training that equips your team to handle conflict fast, recover complaints with confidence, and deliver WOW moments customers rave about.
Perfect for businesses who want their frontline sharp and their culture strong from the get-go.
(Because if your team can’t master the basics under pressure, nothing else sticks.)
02
Undercover Customer Reality Check™
Uncover the gaps killing your loyalty.
See your business the way your customers do.
I go undercover to audit your experience — from barista to boardroom. You’ll get a CARE Factor File™ packed with truth bombs, hidden gaps, and practical fixes that boost loyalty, repeat visits, and word-of-mouth.
It’s blunt, it’s real, and it shows you what no survey ever will.
(Warning: once you see the gaps, you can’t unsee them.)
03
Inside Out Culture Scan™
Fix the inside, watch the outside thrive.
Your people ARE your customer experience.
This diagnostic deep-dive exposes what’s working, what’s broken, and where your team needs support.
From staff retention to customer connection, you’ll walk away with a clear roadmap for building a care-first culture that fuels profit and pride.
(Because culture leaks. Fix it inside, and it shows outside — every time.)
04
COMING SOON: Experience Design™
Your all-in culture transformation.
For businesses ready to go all in.
Launching soon: a complete 4-phase transformation program with ongoing coaching. Think of it as the high-performance playbook that makes exceptional outcomes unforgettable and repeatable.
(Stay tuned — this is where the magic scales.)
Why Care Factor Consulting™
Because customer service is dead.
We don’t do scripts. We don’t do smile-training.
We build customer care culture — from the boardroom to the barista.
The truth?
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Staff turnover is killing your profit.
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Customers don’t return after one bad experience.
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The invisible cost of indifference will bleed your business dry.
The best part?
When you fix culture, everything changes. Loyalty grows. Reviews pop. Staff stay. Profits stabilise.
That’s the Care Factor difference — exceptional and unforgettable outcomes, on repeat.
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20+ years in the travel industry with one of Australia’s biggest retailers. I’ve handled every customer crisis imaginable—from volcanic eruptions to irate travelers—and turned chaos into calm.
Corporate Frontline Expert
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From working security at Tony Robbins events to navigating 9/11 and the Bali bombings, I know what breakdown looks like—and, more importantly, how to rebuild trust and resilience.
Crisis Management Specialist
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I built my business from home while raising two kids and two dogs. As a Nationally Accredited Mediator, trauma therapist, and NLP Master Practitioner, I bring real-world grit and empathy to every client I work with.
Real World Resilience
Why Renee
27 years. Multiple industries. One obsession: care (AKA Giving A Sh*t)
I’ve lived it all — hospitality, tourism, divorce mediation, trauma work. I’ve seen what happens when people feel dismissed… and when they feel truly cared for.
That’s why I built Care Factor Consulting™.
Because I know:
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Connection is the new currency.
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Reduce effort, make it easy, solve it fast — that’s what keeps customers for life.
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Complaints aren’t threats — they’re your biggest chance to wow.
I don’t teach theory.
I bring lived experience, blunt truths, and a system that works where it counts: in the moments your customers actually remember.