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By Nancy Hastings – Jackson Citizen Patriot
December 26, 2009

When it comes to dealing with people, Phil Tripp uses the “Golden Rule” in his business — knowing that people appreciate fair treatment and will keep coming back if treated respectfully.

Jim Kerr replaces a pick up truck's door
photo by Dave Weatherwax

Nearly 20 years later, his repair shop has grown to a multimillion-dollar operation that employs 25 mechanics and specialists, all certified by the American Society of Engineers.

“I like my customers and won’t say anything bad about them,” he said. “I always say, what’s in the heart will come out of the mouth.”

In his book, having the right attitude reflects an honest day’s work.

“If you do what you’re supposed to do, then there’s no problem,” he said. “I strive for 100 percent satisfaction, even if I might not always get it.”

Tripp became interested in working around cars as a teen when he started a lawn mowing job for a local body shop.

“When I was 16, they had me help out in the shop and when I was 17, I was hired,” he said. “By 18, I was their painter. Then, during my senior year, I did co-op work.”

In 1988, he started The Auto Shop in a garage with two other people in Vandercook Lake. In 2000, the business moved to its current location at 2999 W. Michigan Ave. Since then, the shop has gone through four expansions and is known as Tripp’s Auto Shop and Collision Center.

“People know us for our customer service,” he said. “They are treated in a comfortable manner.”

From a customer-friendly waiting room offering fresh popcorn, pop and water, to a clean and organized shop setting, Tripp strives to please, said his son, Brandon Tripp, who serves as a vehicle damage estimator.

“We appreciate customers and we show them this by being willing to do the little things that mean the most,” he said.

The family-centered business includes Phil Tripp’s wife, Barb, who handles the office work along with two other sons, Phillip III and Joshua, who works part time while attending college.

“Especially during this time of economic recession, you have to have people who are totally sold out and are passionate about what they do,” Tripp said.

Along with a strong team of workers comes the acquired knowledge of getting the job done right.

“This last year we trained all over the country and attended a boot camp put on by Toyota,” Tripp said. “We also do quite a bit of in-house training … we’re willing to train and invest in technology, where some of the smaller shops aren’t able to do that.”

The business operates out of five buildings with more than 28,000 square feet. Included are an 8,000-square-foot commercial equipment repair facility, state-of-the art equipment and three downdraft booths.

“Now we’re getting ready to phase into mechanical repair,” Tripp said. “It’s the natural thing to do.”

Training for this is ongoing and by the first of the year, Tripp said he hopes to hire four additional employees.

“We’ve been desperately seeking the right people this last year, and we’ve had some great hires,” he said. “We’ve been blessed.”

Giving back to the community also is important to Tripp.

“People will support those who support the things they’re into,” he said.

He has helped the Encore Resale & More shop generate funding for Jackson Christian Schools. Support also goes to Strength Team school assembly efforts, athletes who speak to students about making good choices, as well as sponsorship of boys and girls Little League teams from every district in the county.

“I’m in awe sometimes thinking about how (customers) are loyal to us,” he said. “It’s about treating them as if you’re fixing your grandmother’s car. That’s the push — and, it’s mentioned in just about every meeting we have.”