Discovery Interview Kit

Getting to know Willow Retreat's day-to-day so we can build exactly what you need

How This Works

We need to learn a few things about how your spa operates before we can build the right solutions. There are two easy ways to get us this info — pick whichever feels more comfortable.

Option A: Quick Call with Jeremy

Jeremy hops on a 20-30 minute call with you. He asks the questions, you just talk through your answers naturally. He'll record and transcribe everything so nothing gets lost.

  • Fastest way to get everything we need
  • Jeremy can ask follow-ups in real time
  • Just talk — no typing or writing needed
  • 20-30 minutes, tops

Option B: Record Yourself

Download a free app called Granola, read each question below out loud, and just talk through your answer. It'll capture everything automatically.

  • Do it on your own time, at your own pace
  • No scheduling needed
  • Just read each prompt and talk naturally
  • Send Jeremy the transcript when done

Setting Up Granola (Option B Only)

If you're going the self-recorded route, here's all you need to do. It takes about 2 minutes.

  1. Go to granola.ai on your computer (works on Mac and Windows)
  2. Click Download and install the app — it's free
  3. Open Granola and create an account (just needs an email)
  4. Click New Meeting or Start Recording
  5. Read each question from this page out loud, then talk through your answer naturally
  6. When you're done, Granola will have a full transcript — send it to Jeremy

Also available on iPhone (search "Granola" in the App Store). No Android app yet.

The Questions

Questions marked ESSENTIAL are the ones we really need. The rest help us fine-tune, but aren't make-or-break.

📅

Scheduling & Booking

Essential
Walk me through how scheduling works right now. When a client wants to book, what do they do?
Why we're asking We need to understand the current flow before we can improve it. Every spa does it differently.
Essential
Do your therapists have set days they work, or does it change week to week? How do you figure out who's working when?
Why we're asking This determines whether we set up fixed recurring schedules or flexible week-by-week availability in the booking system.
Essential
Do the therapists handle their own bookings, or does everything go through you?
Why we're asking If they're independent contractors managing their own clients, the booking system needs separate logins and calendars for each person.
Important
What are the biggest headaches with how scheduling works right now? What breaks or causes frustration?
Why we're asking Helps us prioritize which booking features to set up first — the ones that solve real problems you're already feeling.
Important
Do you have any shared spaces in the spa (like the sauna room) that can only be used by one client at a time? How do you manage that?
Why we're asking Shared resources need special booking rules so two people don't get booked for the same room at the same time.
Nice to Know
Do you take deposits or charge cancellation fees? Or is it more relaxed?
Why we're asking The booking system can handle deposits and no-show fees automatically, but only if that's how you want to run things.
🧴

Products & Online Store

Essential
Tell me about the products you're selling in the spa right now. What kinds of things — lotions, soaps, scrubs? About how many different products?
Why we're asking We need to know the product range to set up the right store categories, shipping options, and pricing structure.
Essential
Are these products you make yourself, or do you source them from somewhere? What makes them special?
Why we're asking Handmade vs. sourced changes the labeling requirements and the marketing story. "Handmade in Wilmington" is a powerful selling point.
Essential
Do you have ingredient lists for each product? How about pricing — are those set already?
Why we're asking If products are lotions (cosmetics), the FDA requires a full ingredient list on every label. We need to know if this is ready or if we need to help create it.
Important
Have you thought about shipping? Would you want to ship products to people, or keep it local/in-spa only at first?
Why we're asking Shipping adds complexity (packaging, labels, shipping accounts). Starting with local pickup + in-spa is simpler; we can add shipping when you're ready.
Nice to Know
Do you have photos of your products already, or would we need to help with that?
Why we're asking Good product photos make or break an online store. If you have them, great. If not, we can give you a simple guide for taking them with your phone.
🎯

Business Goals & Growth

Essential
If you could wave a magic wand and fix one thing about how your business runs, what would it be?
Why we're asking This tells us what to prioritize first. The answer is usually different from what we'd guess.
Essential
Where do you see Willow Retreat in a year or two? More therapists? More services? A second location? Just smoother operations?
Why we're asking We want to build solutions that grow with you, not ones you'll outgrow in 6 months.
Important
How comfortable are you with technology? Do you use your phone or computer for business stuff, or do you mostly keep things pen-and-paper?
Why we're asking This determines how much automation we set up vs. keeping things simple. We want solutions you'll actually use, not ones that feel overwhelming.
Important
Are you the only one who updates the website, or does someone help? How often do you change things on it?
Why we're asking If it's just you and updates are rare, we need to make the site as maintenance-free as possible. If someone helps, we can build more dynamic features.
Nice to Know
Is there a monthly budget you'd be comfortable spending on tools and software for the business? Even a rough range helps.
Why we're asking Some great tools cost money. Knowing your comfort zone helps us recommend options that fit your budget — not surprise you with costs later.
👥

Team & Daily Operations

Essential
Are the therapists employees or independent contractors? (This affects how we set up booking and payments.)
Why we're asking Independent contractors typically handle their own payments and scheduling, which changes the entire system architecture.
Important
How do you communicate with your team right now? Group text? In person? Is there a system, or is it more ad hoc?
Why we're asking If there's no shared communication system, schedule changes and updates probably get lost. We might recommend a simple solution.
Important
Do all the therapists offer the same services, or does each person specialize in certain things?
Why we're asking If Anna does deep tissue but not prenatal, the booking system needs to know which therapist can do which service.
Nice to Know
What's a typical week look like for you personally? How much time do you spend on admin stuff vs. actually doing massage?
Why we're asking If admin is eating your day, automation can give you hours back. If it's already minimal, we focus on revenue growth instead.
📣

Marketing & Clients

Important
How do most new clients find you? Word of mouth? Google search? Instagram? Walk-ins?
Why we're asking Tells us where to double down. If most come from Google, SEO is critical. If it's word of mouth, referral incentives might be the move.
Important
Do you collect email addresses from clients? Do you ever send emails or newsletters?
Why we're asking Email is the most effective marketing channel for small businesses. If you have a client list, we can set up automated campaigns quickly.
Nice to Know
What's your relationship with social media? Do you enjoy it, or is it a chore? Who posts right now?
Why we're asking If you hate social media, we won't recommend a strategy that requires daily posting. We'll find what works for YOUR energy level.
💭

Dream Features — What Excites You?

Fun One
We put together a list of dream features — things like subscription boxes, loyalty programs, workshops, and AI chat on your website. After you've seen the plan document Jeremy shared, which of those ideas made you go "ooh, I'd love that"?
Fun One
Is there anything you've seen another business do — spa or otherwise — where you thought "I wish I could do that"?

Option B: Solo Recording Prompts

If you're recording yourself with Granola, just read each prompt below out loud and talk through it naturally. Don't worry about being polished — we just need the information.

Start by telling me your name and what you do at Willow Retreat. How long have you been doing this?
Walk me through what happens when someone wants to book an appointment. From the moment they reach out to when they walk in the door.
Tell me about your team. Who works at the spa, what days do they typically work, and how do you all coordinate schedules?
Talk about the products you're selling. What are they, who makes them, what's in them, and how much do you charge?
What's the most annoying part of running the business? The thing that eats up your time or causes the most headaches?
Where do you want Willow Retreat to be in a year? Two years? What does success look like for you?
How do new clients usually find you? And do you do anything to stay in touch with existing clients — emails, texts, social media?
How comfortable are you with technology? Are you someone who picks things up quickly, or do you prefer things to be as simple as possible?
Last one — is there anything you've seen another business do that made you think "I want that for my spa"? Any features or ideas that excite you?

What We Already Know

We've already researched these things, so you don't need to cover them in the interview — unless something here is wrong!

Your Services

Massage ($55-$165), infrared sauna, esthetics (facials, dermaplaning, waxing, body treatments). 5 massage therapists + Lyndsey (esthetician).

Your Location

802 Princess Street, Wilmington, NC 28401. You renovated the building yourself when you opened in 2018.

Your Website

Built on Wix. 5 pages (Home, Meet the Team, FAQs, Massage, Infrared Sauna). We've already identified the issues and have a fix plan.

Your Reviews

5.0 on Google, 98% recommended on Facebook. Incredible reputation — no issues here.

Willow Retreat Spa — Discovery Interview Kit Prepared April 2026