CARE FACTOR CONSULTING
Because we give a sh*t
HOSPITALITY - HOTELS - RETAIL
THE EXPERIENCE YOU PROMISE ISN’T ALWAYS THE EXPERIENCE YOUR CUSTOMERS ACTUALLY GET.
And that gap becomes your reputation.
One shift runs beautifully. The next feels like a different business. Your best manager keeps everything together, but when they're off, the cracks start showing.
And somehow, you're still getting pulled into things you thought the business should be able to handle without you.
Care Factor helps you see where the experience may be slipping, understand what's shaping it and work out what actually needs to change.
15 questions. A few minutes. See where the experience may need a closer look.
Already know something keeps happening?
If the same problems keep resurfacing, let's look at what may be shaping them.
Explore the Care Factor Diagnostic™
YOU'RE HAVING THE SAME CONVERSATION ABOUT STANDARDS. AGAIN.
It's Monday morning. You're going through the weekend with your management team, and somehow you're talking about the same things you discussed three weeks ago.
A customer got three different answers to the same question. A complaint was sorted with a refund, but nobody stopped to consider whether the customer would ever come back. A handover was missed, and the manager spent Saturday night fixing something that should have been handled hours earlier.
You've explained the standard. Updated the procedure. Reminded everyone at the pre-shift briefing.
And you're starting to wonder why the fuck you're still having this conversation.
The frustrating part is that you've got good people. You know they care. So why do the same kinds of things keep happening?
Meanwhile, your customers don't see the meetings, the reminders or the effort going on behind the scenes.
They remember chasing an answer nobody seemed to own. Being passed from person to person. Or leaving with the feeling that the business they experienced wasn't quite the business they were promised.
And those moments can influence whether they come back, recommend you or quietly spend their money somewhere else.
When the same problems keep resurfacing, it's worth finding out what they're telling you before throwing another fix at them.
THE FRONTLINE IS WHERE THE PROBLEM SHOWS UP. IT'S NOT ALWAYS WHERE IT STARTS.
CUSTOMER
A steak comes out wrong twice. The manager comps the bill, but the customer never returns.
We look at what customers actually experience when things go wrong, whether the response rebuilds trust and what those moments may be telling us about the experience behind the brand.
SYSTEMS
The booking is handed over but nobody knows who owns it. A staff member waits for a manager to approve a simple fix.
We look at handovers, processes and decision-making to see what makes a good customer experience easier, harder or overly dependent on who's working.
CULTURE
Someone flags a problem and gets an eye-roll. Next time, they stay quiet.
The manager wonders why nobody takes initiative.
We look at what gets rewarded, dismissed or blamed, how leaders respond under pressure, and whether people feel able to speak up and take ownership.
YOU DIDN'T BUILD THIS BUSINESS TO SPEND YOUR LIFE HOLDING IT TOGETHER.
Picture a Friday night. Your venue is packed, there's a booking mix-up and a customer needs something nobody planned for.
The person in front of them knows what they can decide. The manager backs them without having to take over. The customer feels looked after, and nobody needs to call you to sort it out.
Your best manager has the night off, but the standard doesn't disappear. Your second location still feels like the business people fell in love with, without turning every interaction into a script.
And you can finally enjoy dinner without checking the group chat between courses.
That's the kind of business worth building. One where the experience holds up when things get busy, messy or unpredictable, and still feels unmistakably yours.
CHOOSE YOUR STARTING POINT.
Start where you are. We'll work out what comes next.
01
I WANT TO SEE WHAT I MIGHT BE MISSING.
CARE FACTOR SCORECARD | SEE
Answer 15 questions across Customer, Systems and Culture to see where your customer experience appears strong, where friction may be showing up and which patterns deserve a closer look.
It's free, takes a few minutes and gives you a useful starting point without pretending to diagnose your whole business.
02
WE KNOW SOMETHING KEEPS HAPPENING. WE NEED TO UNDERSTAND WHY.
CARE FACTOR DIAGNOSTIC™ | UNDERSTAND
When the same problems keep coming back despite reminders, procedures or training, it's time to look closer.
The Diagnostic starts with what customers actually experience, identifies patterns and investigates what across Customer, Systems and Culture may be shaping them.
You get clearer priorities about what deserves attention and what is already working and worth protecting.
03
WE KNOW THE CAPABILITY WE NEED TO BUILD.
TRAINING & CAPABILITY DEVELOPMENT | BUILD
Your team needs to get better at handling complaints, managing difficult conversations or communicating when things go wrong.
When the capability gap is clear, Care Factor helps build practical skills your people can use in real customer situations.
Training is valuable when it's addressing the right problem.
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FINALLY, TRAINING THAT ACTUALLY WORKS ON THE FLOOR.
“Renee knows exactly what the pressure of a service floor feels like, and she speaks the language of the staff.
She helped our managers bridge the gap between being ‘direct’ and being effective, giving the team the boundaries they needed to handle angry customers safely.
What really surprised us was her support after the training. She stayed invested to help the changes stick.
I’d have her back in a heartbeat.”
Craig, (former) Venue Manager
The George Hotel
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PRACTICAL, NOT FLUFFY.
“I've worked alongside Renee for over a decade in mediation and law.
I've seen her navigate difficult, high-stakes conflict with a level of precision and understanding that makes a real difference.
She knows how to get past the emotion, ask the questions that need asking and help people focus on what actually needs to be resolved.”
Kristy, Principal Lawyer Divex
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FROM REACTIVE CHAOS TO STRATEGIC CLARITY.
“In a high-pressure environment managing complex accounts and challenging personalities, Renee gave me practical tools to handle difficult conversations.
She helped me stop reacting to every problem and start approaching conflict with more clarity. Conversations that had previously been tense and difficult became far more productive.”
Ursula, Key Account Manager IG Design Group
I NOTICE THE MOMENTS OTHER PEOPLE WALK PAST.
I'm Renee Catt, founder of Care Factor Consulting and Customer Experience Strategist.
I started in hospitality in my early twenties, then joined Flight Centre in 1997.
I spent around 20 years in travel, dealing with everything from everyday customer expectations to cancelled flights, stranded travellers and situations where everything went sideways.
Those years taught me what people remember when things go wrong. Who noticed. Who took ownership. Who actually helped.
I then spent around a decade in coaching and mediation, working with conflict, communication and the sometimes messy business of human behaviour.
And somewhere along the way, I developed an almost annoying habit of noticing the little things.
The awkward handover. The guest explaining the same problem for the third time. The manager who keeps stepping in because nobody else seems comfortable making a decision.
I want to know what's happening behind those moments. Whether they're one-offs or part of a pattern. And what in the business might be making them more likely.
That's what I bring to Care Factor.
I won't walk in assuming your staff are the problem. I won't prescribe training before understanding what's actually happening. And I won't pretend one bad interaction tells us everything we need to know.
I'll ask the uncomfortable questions, follow the evidence and help you work out what deserves attention, including what's already working beautifully and worth protecting.
Because you've worked too hard to build your business to leave its reputation to chance.
YOU GIVE A SHIT. BUT DOES YOUR CUSTOMER EXPERIENCE PROVE IT?
You've worked bloody hard to build a business you're proud of. You care about your customers, your people and the reputation you've earned.
But what happens when you're not there to see how things actually play out?
When the usual manager is off, the venue is flat out or a customer needs something that isn't covered by the procedure?
The Care Factor Scorecard helps you take a closer look at where the experience appears strong, where things may be slipping and what deserves your attention.
Because if you say you care, it should show up in the experience your customers actually get.
Give a shit. Then prove it.