In this exclusive interview for Business Review, Costi Mihailă and Cosmin Matei, co-founders of Boom Car Service, talk about how a shared frustration with the traditional auto repair industry led them to create a modern, customer-focused alternative. From becoming one of Romania’s few authorized Tesla repair centers to integrating digital tools that streamline the service experience, the founders share insights into building trust, maintaining high standards, and navigating the challenges of growth in a competitive market.
Business Review: How did you come to found Boom Car Service? What inspired you to start a business in an industry dominated by traditional players?
Costi Mihailă stated, “It all started from a need. Both of us had unpleasant experiences as customers sometimes the quality of the work was poor, sometimes communication was lacking, or the shop was just plain chaotic. That’s when we said: we can do this differently. We saw a clear opportunity to build something unique. A place where transparency, respect, and true quality are the norm not the exception. We didn’t just want a car repair shop, we wanted to offer a complete experience where the customer feels heard, understood, and well treated. That’s how Boom Car Service was born: out of a desire to raise the bar and do things properly”.
BR: What was the market’s initial reaction to the Boom Car Service concept? Did you feel there was openness to a new model from the start?
Cosmin Matei: “At first, the reaction was a mix of curiosity and skepticism which was to be expected. We were speaking a different language, setting new standards, and bringing a completely different approach to what people were used to. But once the first customers experienced our services, the difference was obvious. The results, the attention to detail, and the way we communicated everything spoke for itself. We didn’t need big advertising budgets. Our best marketing was our satisfied clients. They recommended us, and the word spread faster than we ever expected”.
BR: What makes your partnership work so well?
Costi Mihailă: “We’re very different in style but that’s exactly what makes the team work. Cosmin is the detail guy passionate about the technical side, paint, and flawless finishes. Costi has the big-picture vision, handling organization, people, and business direction. We respect our roles, support each other, and trust one another. We work very well together and move in the same direction. That creates balance and stability in everything we build”.
BR: What are the most important differentiators of Boom Car Service compared to a traditional repair shop? What did you want to change in the customer experience?
Cosmin Matei: “The biggest differentiator is that we’re an authorized Tesla repair shop one of the few in Romania. That means we follow the strictest quality standards, use certified equipment and procedures, and we’re ready for the cars of the future. But the real difference is felt in the customer experience. We wanted to eliminate uncertainty and vague communication. With us, clients know from the start how long it will take, how much it will cost, and what the process is. And our best validation comes from our clients through hundreds of excellent reviews, referrals, and the fact that many keep coming back”.
BR: How do you integrate technology into the customer relationship from booking to vehicle delivery? Have you created a fully digital experience?
Costi Mihailă: “Integrating technology into the customer relationship is a continuously evolving process for us. We started by digitizing internal workflows parts, estimates, approvals, and delivery and completely eliminated the chaos of paperwork, lost files, or ambiguous messages. Everything is centralized, tracked, and digitally documented, which allows us to be much faster, more transparent, and more efficient.
Currently, we already offer online booking for vehicle inspections, which is a visible first step for the customer. At the same time, we are focused on automating and refining processes to eliminate errors, shorten response times, and lay the groundwork for what’s next. As we develop new solutions, we are constantly adapting to customer needs and market demands. The next step is to open the platform to clients, so they can see the real-time status of their service: what has been approved, what is being worked on, what comes next, and when it will be ready. We aim to offer control, transparency, and predictability all integrated into a fully digital experience”.
BR: What does the team behind Boom Car Service look like? How do you find and retain the right people in an industry where the labor force is a challenge?
Cosmin Matei: “We’re close to 50 people, and what defines us is our energy: we’re a young, dedicated, and professional team. We have years of experience and stay connected to everything new and relevant in the industry. We know it’s hard to find good people and maybe even harder to keep them. That’s why Boom Car Service offers something simple but essential: stability, respect, and a real opportunity to grow. We invest constantly in tools, working conditions, and in people. Those who just want to waste time don’t last with us. But those who want to learn, grow, and work in a fair environment stay for the long run. Above all, we’re professionals who care about people’s needs, and that matters most”.
BR: What are the most important differentiators of Boom Car Service compared to a traditional repair shop? What did you want to change in the customer experience?
Cosmin Matei: The biggest differentiator is that we’re an authorized Tesla repair shop one of the few in Romania. That means we follow the strictest quality standards, use certified equipment and procedures, and we’re ready for the cars of the future. But the real difference is felt in the customer experience. We wanted to eliminate uncertainty and vague communication. With us, clients know from the start how long it will take, how much it will cost, and what the process is. And our best validation comes from our clients through hundreds of excellent reviews, referrals, and the fact that many keep coming back.
BR: What kind of training or philosophy do you apply in your team to maintain high standards?
Costi Mihailă: “We place a strong focus on continuous development. We conduct regular training not just technical, but human as well. We work with an organizational psychologist to improve communication and team balance. We also hold regular sessions on the newest technologies and equipment in the industry. We’re always investing in new tools but more importantly, in people. Our standards are high because we work as if each car were our own. That’s the core philosophy at Boom Car Service: responsibility, seriousness, and respect for both the client and their car”.
BR: What have been your biggest challenges and how did you overcome them?
Cosmin Matei: “We’ve faced many challenges over time, and the way we handled them defines us as a team and business. What helped us consistently was our adaptability whether it was about integrating new technologies or partnering with Tesla, which raised the bar for everything we do. One of the biggest challenges was the gap between our growth as founders and the team’s mindset. We evolved professionally, adopted a long-term vision, and built a high-performing, digitalized business model but some team members were still stuck in a day-to-day mentality, lacking strategic perspective.
The pandemic was another major test. It required fast, bold decisions with big impact. It was tough but we made it through stronger. Today we’re a united team with a solid core. The average tenure in the company is about five years which shows that good people stay. And we continue to build on a healthy foundation”.
BR: Do you see a shift in Romanian customer behavior are they becoming more demanding, more digital, more oriented toward premium services?
Costi Mihailă: “Yes, expectations have grown significantly. People want clarity, speed, and respect in their interactions with a service centre. Many of our clients drive Tesla, BMW, Audi they know what quality means and won’t accept excuses, delays, or improvisation. More and more are choosing premium services, where the experience matters just as much as the repair itself. That’s a good sign, because we want clients who appreciate professionalism, seriousness, and the details that make a difference”.
BR: What has been the hardest decision you’ve had to make as founders? And the most rewarding?
Cosmin Matei: “One of the hardest moments was deciding where to operate. We had to choose between staying in our current location or building everything from scratch in a new space we would own. We worked incredibly hard on the new project documents, permits, sleepless nights, long talks as partners. It was a tough choice with a lot of unknowns and real risks. In the end, we decided to stay and grow our business without owning the space. And it turned out to be the right decision. Our current location allowed us to grow steadily, stay accessible to clients, and offer better conditions for our team.
As for the most rewarding part there are many, and they come constantly. For us, satisfaction isn’t a one-time event it’s a daily process”.
Source: business-review.eu