The Gap Nobody Else Wants to Work In
It was four weeks before opening day at a golf club I was a member at, and the head pro had just quit. When he left, his POS software license and his computer left with him. No system. No backups. No way to take a credit card. Four weeks.
I couldn't keep my hands off it.
I said give it to me, stepped in, and built the whole thing from scratch. Pro shop, greens fees, tee time software, online booking, food and beverage, POS — cobbled together in a month so the doors could open and a transaction could clear on day one. It took another four or five weeks to fully stabilize, but it worked. Five years later, they're still running the same stack.
That's not a consulting story. That's just who I am.
I have never been able to look at a broken process and walk away from it. If something takes me 30 minutes every week, I'll spend two hours figuring out how to get it to five minutes. Then one minute. Then automated. Most jobs I've had, that instinct was tolerated at best and got in the way at worst. The work I was supposed to do got done, but I always came back to the same question: why are we still doing it this way?
"I have never been able to look at a broken process and walk away from it."
The Gap I Kept Falling Into
After 15 years moving through industrial distribution, operations, and sales at every level from a small converting shop to enterprise accounts at one of the largest industrial distributors in the country, I was looking for the next thing. Something that let me actually fix things, not just maintain them.
I kept running into the same wall. The large primes and Tier 1 suppliers I was targeting wanted specialists who'd stay in their lane. They didn't need someone asking why the process worked the way it did. They needed someone who'd click the button and move on. I've never been that person, and I wasn't going to become one.
At the same time, I was talking to a contact of mine who works closely with small business owners across Connecticut. He kept describing the same problem from the other direction: owners who needed real operational help but couldn't find it, couldn't afford it, or had been burned enough times that they'd stopped looking.
That stopped me cold. I'm sitting here unable to find a role that lets me do what I'm actually good at. He's talking to business owners who can't find someone to do exactly that.
"Same gap. Two people staring at it from opposite sides."
I said the word consulting almost by accident. And then I couldn't stop thinking about it.
Why Nobody Fills It
The gap isn't an accident. There are real structural reasons why small industrial shops — the 15-person machine shop making aerospace components, the tier 3 supplier running three CNCs and two Bridgeport mills — don't get real operational help.
The big consulting firms aren't coming. McKinsey isn't walking into a small job shop in Connecticut to look at a workflow problem. They want the large primes, the tier 1s, the operations with enough complexity to justify their rate structure. The smaller shops aren't on their radar, and frankly they shouldn't be. That's not a criticism. It's just reality.
The IT firms miss it in a different way. They understand the network infrastructure. They know what cables plug into the back of a CNC machine. But they don't know what a CNC machine actually does, and more importantly, they think about operations in exactly the wrong direction. IT methodology adds steps: more security layers, more oversight, more checkpoints. Shop floor operations need to remove steps. Throughput is the goal. Those two mindsets are almost incompatible, and it shows every time an IT firm tries to drive an operational implementation.
Off-the-shelf software misses it because it can't install itself. The platform vendors will tell you the system does everything. Sometimes it does. But the system doesn't know that your receiving dock has a workflow problem that predates the software by ten years, or that the veteran operator on second shift has his own way of doing things that the new ERP doesn't account for. Software exposes the gap. It doesn't close it.
And full-time hires don't pencil out. A small shop that needs real operational talent can't pay market rate for it. The person who can actually move the needle is either chasing a position at a larger company or has already left a smaller one because it wasn't the right fit. The shop ends up with someone who's developing, loses them when they're ready to move up, and inherits a half-finished implementation they don't fully understand. It's a cycle a lot of owners have been through more than once.
What Actually Fills It
The friction point between digital requirements and physical throughput is where all the real operational money is. It's where the floor meets the system, where the process breaks down and nobody has the vocabulary to describe why, where a compliance requirement or a software rollout creates production chaos that the vendor can't solve and the IT firm won't touch.
Most firms walk past that friction point to get to something larger or cleaner or more legible on a service menu.
"I've spent my career standing in it."
I've spent my career standing in it. Not because it's a clever market positioning. Because it's the only kind of work I've ever found genuinely interesting. The small shop that's been running the same process for fifteen years because it works well enough. The owner who knows something is wrong but can't articulate what. The team that's been duct-taping a workflow together since before the current ERP was installed. Those are the conversations I want to be in.
ClearBridge exists because that gap is real, it's full of good businesses that deserve better than they're getting, and someone who's been on both sides of the distribution table — who's worked the floor and managed the accounts and built the spreadsheets and pushed the implementations — is actually positioned to do something about it.
That's the gap nobody else wants to work in.
It's the only one I want.
Your Operation Deserves Better Than a Band-Aid
ClearBridge Operating Solutions provides fractional operations consulting to small industrial manufacturers and machine shops in Connecticut and Western Massachusetts. Let's dig into what's actually happening in your operation.
