CARE FACTOR CONSULTING
About Renee
Founder, Care Factor Consulting™
Grace in chaos
It all started with a fishbowl of shiraz — the kind of oversized glass you need two hands to hold.
I was 20-something, working at Jimmy’s on the Mall in Brisbane, when I tipped the entire thing over a rock star’s girlfriend dressed head-to-toe in white. Instead of fireworks, she smiled, shrugged, and bought a new dress.
That moment taught me: grace in chaos changes everything.
Wahiba Sands - Oman
Travel as my training ground
For over two decades, the travel industry was my training ground. One week it was six-star luxury, the next it was rebooking stranded families after airline collapses. That mix of theatre and chaos became my classroom for care under pressure.
Along the way, I worked across properties and destinations around the globe:
-
Mexico City — my first W Hotel and a taste of bold hospitality.
-
Russia — caviar, vodka, mosaic subway walls, and indulgence as ceremony.
-
Lapland — reindeer fireside, ice igloos, and the aurora borealis overhead.
-
Oman — Shangri-La, The Chedi, and luxury that redefined my sense of service.
-
Canada — Rocky Mountaineer Gold Leaf train, Fairmont precision, and poutine at 2am after the AFL Grand Final in Banff.
-
Thailand — mango sticky rice on a motorbike and Kamalaya retreat, turning a divorce holiday into a reset.
-
Las Vegas & the East Coast — Swarovski chandeliers at The Cosmopolitan, Boston buffalo wings, Vermont lobster rolls, Vermont and the reinvention energy of NYC.
Global shocks hit too: Ansett’s collapse, 9/11, the Bali bombings. Trust in travel vanished overnight, and I learned how to rebuild it fast. That’s when curiosity became my edge. Ask, don’t assume. Solve, don’t stall.
Athabasca Glacier - Alberta, Canada
Conflict as a catalyst
After my own separation, I launched Suddenly Single Holidays — transforming heartbreak into bold adventure. National media attention followed, evolving into a decade as Australia’s “Divorce Guru,” later known as the Divorce Go-To Girl.
I was featured across TV, radio, and print in Australia and globally for my insights on bouncing forward.
I then learnt mediated high-stakes separations where millions and reputations were at risk. Training with leaders like Bill Eddy of the High Conflict Institute, I developed a new lens: conflict isn’t personal — it follows patterns.
And when you see the pattern, you can turn conflict into connection.
Radical Resilience
Then came COVID. While industries shut down, I launched Radical Resilience™ — a program focused on mental wealth and emotional fitness for people barely hanging on.
As an essential worker seeing clients face-to-face, I watched how quickly resilience cracked without strong systems. I also saw how the very industries I’d once been part of — hospitality and travel — were the first hit and the last to recover.
My realisation: resilience isn’t just personal, it’s cultural.
Breakthroughs are engineered
From crewing Tony Robbins events to firewalking with thousands, I learned firsthand that breakthroughs aren’t luck — they’re engineered.
Culmination: Care Factor Consulting™
Every chapter — the chaos of travel, the conflict of divorce, the reset of resilience, the breakthroughs on global stages — led to this.
I founded Care Factor Consulting™ to transform customer culture from the boardroom to the barista.
My key truths:
Complaints create loyalty. Done right, recovery is better than the sale.
Friction is fatal. Customers don’t wrestle systems — they want solutions.
Micro moments Matter - Forget gimmicks; engineer peaks that get remembered.
Culture is contagious. Care starts inside and multiplies out.
Because here’s the truth:
Connection is the new currency.
The invisible cost of indifference costs you more than you’ll ever know.
And at Care Factor Consulting, we give a sh*t.
The Thread - Curiosity
Curiosity steadied me in travel chaos.
Curiosity turned conflict into connection.
Curiosity taught me how not to take things personally.
And today, curiosity transforms complaints into loyalty and care into culture.
