What we talked about
After more than three decades in franchising, Kristi Mailloux has seen the industry transform from a world before widespread business software to one where artificial intelligence is beginning to reshape how franchise businesses operate.
Kristi has spent more than three decades in franchising, moving from an entry level role at Molly Maid to running franchise businesses and now investing in them. We talk about what actually gets hard as you scale, which in her experience is rarely the technology. She explains how she uses AI to take administrative load off her teams, where it worked quickly, which was recruiting, and where it has been slower than she hoped, which is attracting leads. She is also direct about the fear around AI among operators, and about how it is starting to change the way she evaluates an investment.
Watch the conversation
Key takeaways
- Start with the part of the business that frustrates you most - not with AI for its own sake.
- AI's most immediate value is reducing administrative burden so teams can focus on building the business.
- Data security is a legitimate concern - work with vendors who have the right processes and protections in place.
- Franchisees don't need to figure out AI alone - learn from operators in your network who are already doing it successfully.
- AI is a tool for augmentation, not replacement. The goal is to help existing teams handle more without continuously adding headcount.
About the guest
Kristi Mailloux
Managing Director, Three20 Group
Her own journey has taken her from an entry-level role at Molly Maid to leading multiple franchise businesses, and eventually to investing in and operating multi-unit franchise groups across the country. Today, Kristi serves as a managing director at Three20 Group and as an investor, operating partner, and board member across franchise businesses including Massage Envy, Sola Salons, and Office Pride.