The gap in your P&L is the gap in your customer journey.
Directive Consulting Group finds where your operation loses money and loses customers, then builds the standards, training and leaders that close the gap.
Carl Parsons. Army veteran, sniper and special operations leader. Fifteen years running restaurants and the leaders inside them.
Walk it the way your customer does.
Every business has a path a customer walks. Somewhere on it, money and trust leak out. Most owners see the result on the P&L. Few have walked the path.
An example walk from a restaurant. Yours will look different, and finding where is the work.
They find you
A search, a referral, a drive by. Your name and your promise land before you do.
They arrive
The first look at the space, the sign, the phone, the website.
They are greeted
Or they are not.
Where it leaks. Nobody acknowledges them in the first minute.
Shows up as. A lower check, and a customer who does not return.They order
The team knows what it sells, or guesses.
They are served
What you promised meets what the shift delivers.
Where it leaks. The standard changes with whoever is working.
Shows up as. Remakes, comps and waste.Your team behind them
Schedules, prep, par levels, handoffs.
Where it leaks. The schedule is built from habit, not demand.
Shows up as. Labor over target, even in a busy week.They pay
The last moment you control.
Where it leaks. Discounts and voids nobody inspects.
Shows up as. Margin that leaves quietly.They come back
Or you pay to win them again.
Where it leaks. Nobody follows up, and nobody owns retention.
Shows up as. Marketing spend to replace customers you already had.
Start with what you are dealing with.
Pick the sentence that sounds like your week. Each one leads to a focused plan.
Carl Parsons
The Army taught me to observe, make the call and own the result. Fifteen years in restaurants, from executive chef to director of culinary training and development, taught me that a standard only exists if someone inspects it.
I have opened 21 locations, managed costs in restaurants doing over $10 million a year, trained more than 1,200 people and developed over 30 high level leaders. I do not hand you a binder. I work beside your team until the standard holds without me.
I am a Christian, and my faith shapes how I work: integrity when no one is checking, stewardship of what an owner has built, courage to say the hard thing, and service to the people on your team.
Better is a decision.
A short conversation. No pressure and no pitch deck.