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Ken Johnstone on Why AI Automation Tools Must Be Trusted by Local Service Businesses
As AI automation tools revolutionise the way small businesses operate, misconceptions continue to cloud their true potential - especially among local home service industries like plumbing, heating, roofing, and landscaping. In the words of Ken Johnstone, founder of DDM and the driving force behind AI Grows Business, “People are concerned about security and the reliability of AI tools. There's a lot of misconception about the accuracy of available information - AI tools provide data based on what's online, which can sometimes be hard to verify.”
“People are concerned about security and the reliability of AI tools. There's a lot of misconception about the accuracy of available information - AI tools provide data based on what's online, which can sometimes be hard to verify.”
— Ken Johnstone, DDM
According to Johnstone, local business owners wrestle with questions around trust, accuracy, and the sheer reliability of AI-powered systems. These concerns aren’t unfounded; after all, many tools pull from data sets that can be as dynamic and unverified as the internet itself. For business leaders, this opens up implicit worries: Can the technology truly guide operational decisions? Will it expose the business to new risks, or amplify existing ones through misinformation?
Yet, this dialogue is exactly what makes the role of authenticity and human insight so critical in 2025’s service landscape.
Navigating Security and Authenticity Concerns with AI Automation Tools
Johnstone highlights that despite their transformative capabilities, AI automation tools must not be used blindly. With the surge in AI adoption among small businesses, leaders are pushing past basic digitisation and beginning to leverage tools for everything from scheduling to customer communication and marketing. Yet, as Johnstone states, “The rapid increase in AI usage means if the information isn’t reliable or based on solid expertise, it risks misleading businesses and taking them in the wrong directions.”
“The rapid increase in AI usage means if the information isn’t reliable or based on solid expertise, it risks misleading businesses and taking them in the wrong directions.”
— Ken Johnstone, DDM
The stakes are high: in a time when the boundary between human-generated and AI-generated information is increasingly blurred, business leaders must become ever more vigilant in verifying both the source and the substance of insights produced by automation. According to Johnstone, concerns over AI security and result reliability stem not only from potential data breaches, but also from the risk that “AI tools may unintentionally recycle half-truths or industry myths that have become entrenched online.” For service sector operators, a misstep here could mean faulty business plans, misguided marketing, or even legal exposure. That’s why robust validation and human expertise remain non-negotiables in the AI era.
While local service businesses must be vigilant about the reliability of AI-generated insights, it's worth noting that other industries are also leveraging advanced automation to enhance safety and decision-making. For example, aviation is seeing significant improvements through innovations like Honeywell's new cockpit alert systems, which demonstrate how AI-driven alerts can support critical operations when paired with human expertise.
How AI Automation Accelerates Market Research and Opportunity Identification
Despite the hurdles, the promise of AI automation tools for local service companies in 2025 is extraordinary. Johnstone’s consultancy, DDM, has seen firsthand the quantum leap in efficiency these tools can deliver—especially in market research and seizing new business opportunities. He recalls: “Using AI, I helped a new entrepreneur quickly create a marketing plan by pulling sector insights, enabling them to spot opportunities fast without deep personal expertise.”
“Using AI, I helped a new entrepreneur quickly create a marketing plan by pulling sector insights, enabling them to locate the money in the market and so spot opportunities fast, without deep personal expertise.”
— Ken Johnstone, DDM
According to Johnstone, the beauty of AI lies in its ability to “shorten research timelines from weeks to hours” while equipping even newcomers to the industry with the same insights a seasoned operator might have taken years to accumulate.
For example, by analyzing competitor trends, reviewing localised market data, and generating actionable reports, these solutions level the playing field between established service providers and ambitious startups. The key is to harness AI as an accelerator - streamlining decision-making and uncovering actionable insight that empowers people rather than replacing them.
Turning AI Challenges into Advantages for Local Entrepreneurs
Leverage AI to rapidly distill market insights, competitor data, and spot opportunity gaps
Use AI automation to streamline local marketing planning
Combine AI-generated information with human expertise to validate strategies
Maintain transparency about AI’s role in content and decision-making
Continuously update knowledge to counter misinformation risks
Johnstone encourages owners to see challenges as springboards: the very limitations of AI - its dependency on existing possibly dubious data, its sometimes opaque logic - are what make human oversight even more valuable. He elaborates, “AI will never replace the need for gut instinct and feet-on-the-ground experience. The smartest businesses use automation to find opportunities, but it’s the entrepreneurial judgement that separates success from mediocrity.”
Keeping AI processes transparent and continuously updating business knowledge not only mitigates risks associated with poor quality data, but also transforms the technology into an ongoing learning tool. This agility, says Johnstone, is a defining trait shared by the most resilient local companies.
Ken Johnstone’s Essential Advice: Infuse Authentic Human Expertise into AI-Driven Initiatives
As local service companies embrace AI automation tools with greater confidence, Johnstone’s essential advice is both straightforward and profound: “The key is ensuring that authenticity and human experience remain at the core of any AI-driven project - not relying blindly on AI-generated content.”
“The key is ensuring that authenticity and human experience remain at the core of any AI-driven project - not relying blindly on AI-generated content.”
— Ken Johnstone, DDM
In practice, this means business owners must integrate AI recommendations with staff expertise, training teams not only to understand the power of these tools but also their limits. According to Johnstone, “Balanced adoption isn’t just about plugging in more software. It’s about making AI an extension of your people - a partner, not a puppet-master.” Authentic digital transformation, he stresses, happens when new technology augments collective knowledge instead of attempting to substitute for it.
Balancing AI Efficiency with Trusted Human Insight in Local Service Businesses
Evaluate AI recommendations critically with sector knowledge
Train staff to understand AI tools and their limitations
Integrate AI outputs as aids - not replacements - for decision making
Monitor results and adjust AI strategies based on outcomes
Develop a culture that values both innovation and authenticity
“Great service businesses in 2026 will be distinguished by their culture of discernment,” Johnstone asserts. Integrating AI must become a collaborative process - one where automated insights are verified by frontline experience and team discussions. Training is essential, not only for technical usage but for fostering critical thinking about what outputs can and cannot be trusted. By making AI an “aid, not a replacement,” local firms protect themselves against one-dimensional thinking and reinforce a culture of authenticity - where technological innovation goes hand-in-hand with customer-centric judgment.
Summary: Smart Adoption of AI Automation Tools Unlocks Efficiency and Growth
AI tools can speed up research and marketing for local service businesses
Concerns around security and reliability require cautious validation
Human expertise ensures AI-generated insights are authentic and actionable
Balanced AI adoption leads to sustainable competitive advantage
The transformative potential of AI automation tools for service-based SMBs is undeniable. By reducing the friction of research and planning, businesses gain the agility to act on new opportunities and serve clients better.
However, speed without scrutiny is risky. Johnstone cautions that only those who combine rapid AI-powered decisions with robust human validation will find a lasting edge in crowded local markets. The future belongs to businesses that keep one eye on emerging technologies and the other firmly rooted in what makes their expertise, service, and brand, unique.
Next Steps to Harness AI Automation Tools Effectively in Your Local Business
To move forward on your own AI journey, Johnstone advises starting with small, manageable initiatives - such as using AI for market research, scheduling, or customer communication - that can deliver visible value. Gradually ramp up adoption, ensuring employees at every level are involved and empowered by the shift. Audit existing data and processes, partner with trusted advisors, and commit to continuous learning. In 2026, the best local service businesses will be those who approach automation with open eyes and a commitment to constant improvement.
As you continue to explore the possibilities of AI automation for your local business, consider how these innovations are shaping other sectors and driving new standards for safety, efficiency, and growth. The evolution of AI-powered solutions, such as those transforming aviation safety, highlights the importance of integrating technology with human judgment across all industries. For a deeper look at how advanced automation is revolutionising critical operations, discover the story behind Honeywell’s cockpit alert innovations - and gain fresh perspective on how strategic adoption can future-proof your business in a rapidly changing world.
Discover more about putting AI to work in your business - contact us at AI@dylbo.com.
In the rapidly evolving landscape of AI automation tools, several platforms stand out for their ability to enhance business efficiency and streamline operations.
For instance, TechRadar’s review of the best RPA software of 2025 provides insights into top robotic process automation solutions, highlighting their features, costs, and integration capabilities.
Additionally, Red Hat’s new AI tools aim to improve developer workflows and support application modernisation, offering intelligent, context-aware assistance to streamline tasks like documentation and troubleshooting. Exploring these resources can provide valuable perspectives on selecting and implementing AI automation tools to boost your business’s efficiency.
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