As automation and AI become part of everyday operations, the real challenge for franchisors is keeping the personal connection that built their brand. From my experience developing Salesforce solutions, the key is to let technology handle the repetitive work so people can focus on real conversations. When leaders spend more time visiting locations and understanding franchisee challenges, it builds stronger relationships and trust that cannot be replaced by any system.
I've closed thousands of note deals over 30 years, and here's what I know: technology should handle the paperwork, not the relationship-building. At American Funding Group, we use automation to speed up documentation and initial data gathering, which actually gives me more time to get on the phone and understand each seller's story--why they're selling, what they need the cash for, what keeps them up at night. Franchisors should deploy AI the same way: let it streamline operations and compliance, but reserve the strategic decisions and human moments for real conversations that build trust and loyalty.
Coming from teaching, I learned that technology works best when it removes barriers to human connection, not creates them. In my real estate practice, I use automation to handle initial property assessments and market analysis, but I always follow up with a personal conversation to understand what's really driving someone's decision to sell--maybe it's a divorce, a job loss, or caring for an aging parent. Franchisors should think the same way: let AI handle compliance checks and performance metrics, but make sure every franchisee still gets that human touch when they're struggling or celebrating a win.
I've built my real estate business by keeping things simple: use technology to handle what the computer does best--property valuations, market comps, contract generation--so I can do what only I can do, which is sit across from someone facing foreclosure and truly understand their family's needs. When I automate the paperwork side, I suddenly have an extra hour to spend with that stressed homeowner, walking through their house and listening to why this sale matters to them. Franchisors should think of AI as their best assistant: let it crunch numbers and manage schedules, but always reserve the relationship-building moments for yourself.
My engineering background taught me to use tools to solve specific problems efficiently. In my real estate business, I let automation handle the repetitive, data-driven tasks, which gives me more time to sit down with a family, understand their unique situation, and build a solution based on trust. Franchisors should do the same: use AI to optimize the system, so your people can focus on the human interactions that truly define the relationship.
Tech should make relationships stronger, not replace them. In my real estate business, automating follow-ups and data tracking freed me up to actually talk with sellers more--about their goals, their families, their houses. Franchisors can do the same: use AI to handle the routine stuff, but keep the people part personal and responsive. That's where the trust--and the deals--come from.
In my Airbnbs, I use smart-home tech not to replace hospitality, but to elevate it--adjusting the lighting before a guest arrives or sending a welcome message with a curated local guide. Franchisors should use AI in the same spirit: let it handle the predictable tasks so you can focus on creating those thoughtful, personalized touches that build truly memorable and supportive relationships.
AI should take the grunt work off your plate so you can double down on the conversations that actually build loyalty. In real estate, I use automation to track leads and market trends, but I still pick up the phone when a client's stressed about selling their home. Franchisors can do the same--let tech handle the data, but keep the empathy human.
From my years in both construction and ministry, I know you can't automate trust. I see technology as the blueprint for our operations--it handles the predictable, repeatable tasks brilliantly. But the real work of building a strong relationship with a homeowner or mentoring someone happens when you're there in person, listening and solving problems together; that human foundation is what truly supports the entire structure.
The sweet spot is designing AI to remove friction not remove relationship. Franchise systems break when the brand forgets people open units because they want belonging, support, and upside... not because an alg said so. Use automation to give faster answers, cleaner data, and reduce repetitive load. Use humans to interpret emotion, nuance, fear, and unique local market context. Deploy AI so operators feel more equipped and more seen, not more managed. AI should be the force multiplier that gives franchisors more capacity to show up... not less. The human layer still has to be the reason they want to grow inside the system.
If you don't want to lose human connection, don't use AI to supplement it. For example, don't use an AI chatbot instead of allowing people to directly communicate with your support team. Instead, find ways to implement AI that support or improve your operations on the back end, where human connection is not interrupted or limited in any way.
Be strategic and intentional about your AI adoption. Don't simply adopt whatever the latest trending tool is, and don't try to maximize your AI usage for the sake of it. And, make sure that you keep human connection and your relationships at the forefront of your implementation decisions. Figure out what elements there are more important to you, and make sure AI doesn't get in the way or change things negatively.