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New technology can create sore spots in a franchiser-franchisee relationship.

Franchisers often decide to adopt some whiz-bang innovation — a new order-taking system, for example — only to run into resistance from franchisees who aren’t convinced the technology is cost-justified or significantly better than what they have.

Franchisees may worry that its installation could disrupt their business, require a major employee-training commitment, prove unreliable or, worst of all, cost them customers.

Overcoming such reluctance can be tricky and test the strength of a franchise system. If franchisees haven’t been included in the decision making, they could view the introduction of what might well be a wise investment in their future as misguided meddling.

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