Catch the Opportunity: Jay Power on Call Performance, Advisor Workload, and Using Shop Data Smarter

Most shop owners ask whether their marketing is working. Jay Power wants them to ask a sharper question: is the shop actually catching the opportunity that marketing already created? In this Expert Spotlight episode, David and Paul sit down with Jay Power, CEO of Oktorocket, to talk about one of the most expensive blind spots in auto repair: what happens between the phone ringing, the advisor answering, and the customer actually showing up. Jay brings a deep background in enterprise software, large scale contact centers, shop communication systems, and real automotive experience. In this conversation, he breaks down what Oktorocket is seeing across shop data, including answer rates, missed calls, advisor workload, close ratio, outbound callbacks, customer retention, and the real revenue impact of small operational changes. You will hear why one in five calls may be a brand new customer, why overloaded advisors can make the wrong numbers look good while the shop stays flat, and how a few points of improvement in close rate or answer rate can create major revenue movement. Jay also gets practical about AI, where it belongs today, where it does not, and why customers still expect a real human during normal business hours. If you want to stop guessing, tighten your front counter, and understand the data already sitting inside your shop, this episode is worth hearing. Links: Honest Mechanic Marketing (HMM): https://honestmechanicmarketing.com/ Oktorocket: https://oktorocket.com/