Skip to main content

WordPress Client Changes - Standard Operating Procedure

Document Type: Standard Operating Procedure (SOP) Version: 1.0 Last Updated: 2026-02-24 Workflow Owner: Web Specialist (Ravish) Review Schedule: Quarterly

Executive Summary​

This SOP defines the process a specialist follows to implement approved website changes on a client's WordPress site. The specialist receives an approved CR with a populated Website Change Request Template, then executes changes page-by-page, performs QA, and reports completion to the Account Manager. This SOP applies to all WordPress sites managed by SC, regardless of hosting provider (GHL WordPress hosting, WP Engine, etc.).

Table of Contents​

  1. Purpose & Scope
  2. Process Overview
  3. Roles & Responsibilities
  4. Prerequisites
  5. Process Steps
  6. Quality Checkpoints
  7. Troubleshooting
  8. Success Metrics
  9. Related Documentation

Purpose & Scope​

Purpose​

Ensure that approved website changes are implemented consistently, with proper backups, QA verification, and documented completion. Prevent issues caused by skipped QA steps, missed requirements, or undocumented changes.

Scope​

Includes:

  • Content updates (text, copy, contact information)
  • Structure changes (adding/removing/rearranging sections)
  • Media replacements (images, videos, icons)
  • Style changes (colors, fonts, spacing)
  • SEO updates (meta titles, descriptions, alt text, schema)
  • New page creation
  • Section removal

Excludes:

  • Plugin installation or major plugin updates (requires Rohit approval)
  • Theme changes or theme file modifications (requires Rohit approval)
  • Server-level changes (hosting configuration, DNS, SSL)
  • GHL-native changes (see GHL Native Client Changes SOP)
  • WordPress core updates (separate maintenance SOP)

When to Use This SOP​

  • You have been assigned ClickUp tasks linked to an approved CR
  • The CR contains website changes with a populated Website Change Request Template
  • The client's site is built on WordPress (check client profile for platform details)

Process Overview​

High-Level Flow​

Key Information​

AttributeDetails
FrequencyPer approved CR
DurationVaries by scope (typically 2-8 hours)
TriggerClickUp task assigned with approved CR
OutputImplemented changes, QA verification, completion report
DependenciesApproved CR, WP admin access, media assets (if needed)

Roles & Responsibilities​

RACI Matrix​

Activity/TaskSpecialistAMCEO (Rohit)
Review CR and requirementsRI-
Take backupR--
Implement changesR--
QA and testingR--
Report completionRII
Client review coordinationIR-
Handle revision requestsRRC (if out of scope)

Prerequisites​

Before starting this process, ensure:

  • Access & Permissions

    • WordPress admin login for the client's site
    • Access credentials in client's technical access document (09-clients/[client]/)
    • FTP/SFTP access (if needed for media uploads)

  • Required Information

    • Approved CR document with all requirements numbered
    • Website Change Request Template (populated, within CR or as companion doc)
    • Any media assets the client needs replaced (images, logos, etc.)
    • ClickUp task with scope details

  • Required Tools

    • WordPress admin dashboard
    • Page builder (Elementor, or whichever the site uses)
    • Browser dev tools (for responsive testing)
    • Multiple browsers for cross-browser testing (Chrome, Firefox, Safari, Edge)
    • Screenshot tool for before/after documentation

  • Dependencies Completed

    • CR is approved (status = Approved, payment received)
    • All media assets have been received or are available
    • AM has confirmed it is clear to proceed

Process Steps​

Phase 1: Preparation​

Owner: Specialist Duration: ~15-30 minutes Objective: Review scope, confirm access, take backup

Step 1.1: Review CR Document​

Who: Specialist Tool: CR document, Website Change Request Template

Actions:

  1. Read the full CR document and Website Change Request Template
  2. Review every requirement (R01, R02, etc.) to understand the scope
  3. Note any requirements that are unclear or seem contradictory
  4. If questions exist, ask AM via Slack BEFORE starting work

Expected Output:

  • Clear understanding of all changes to be made

Step 1.2: Confirm Access​

Who: Specialist Tool: WordPress admin, client technical access doc

Actions:

  1. Log in to the client's WordPress admin dashboard
  2. Verify you can access the page builder (Elementor or equivalent)
  3. If access fails, notify AM immediately (do not waste time troubleshooting credentials)

Expected Output:

  • Confirmed working access to WP admin and page builder

Step 1.3: Take Backup​

Who: Specialist Tool: WordPress backup plugin or hosting backup

Actions:

  1. Create a full site backup BEFORE making any changes
  2. Use the site's backup plugin (UpdraftPlus, BackupBuddy, etc.)
  3. If no backup plugin is available, use the hosting provider's backup tool
  4. Verify the backup completed successfully
  5. Note the backup timestamp in the ClickUp task

Expected Output:

  • Verified backup with timestamp noted

Tips:

Tip: If the site is on GHL WordPress hosting, check the hosting panel for built-in backup options.

Common Mistakes:

Warning: Never skip the backup. Even "small" changes can break a site if a plugin conflict occurs. The backup is your safety net.

Phase 2: Implementation​

Owner: Specialist Duration: Varies by scope Objective: Implement all approved changes page-by-page per the CR document

Step 2.1: Work Page by Page​

Who: Specialist Tool: WordPress page builder (Elementor or equivalent)

Actions: For each page in the Website Change Request Template:

  1. Open the page in the page builder editor
  2. Work through each requirement for that page in order (R01, R02, etc.)
  3. For each requirement, implement the change as specified:

Content Updates:

  • Locate the section/element referenced in the template
  • Update text, links, or contact information as specified
  • Preserve existing formatting unless the change type is "Style Change"

Structure Changes:

  • Add, remove, or rearrange sections as specified
  • Maintain consistent spacing and layout with the rest of the page
  • Ensure responsive behavior on mobile after structural changes

Media Replacements:

  • Upload new media to the WordPress Media Library
  • Use descriptive file names (not IMG_1234.jpg)
  • Set appropriate alt text (use the alt text from the CR if specified)
  • Verify image dimensions match the layout requirements

SEO Updates:

  • Update meta title and description via the SEO plugin (Yoast, RankMath, etc.)
  • Update alt text on images
  • Verify heading hierarchy (one H1 per page, logical H2/H3 structure)

Style Changes:

  • Apply CSS or page builder styling changes as specified
  • Test that style changes do not affect other pages (use page-specific CSS if needed)
  1. Save the page after completing all changes for that page
  2. Mark the requirement as done in your working checklist

Expected Output:

  • All changes for each page implemented and saved

Tips:

Tip: Work one page at a time, completing all requirements for that page before moving to the next. This reduces context-switching and missed items.

Step 2.2: Cross-Page and Global Changes​

Who: Specialist Tool: WordPress customizer, theme settings, or global CSS

Actions:

  1. Implement any cross-page items from the "Cross-Page Items" section of the template
  2. Header/footer changes: Edit in the theme's global header/footer settings
  3. Global style changes: Apply via customizer or global CSS
  4. Site-wide SEO changes: Apply via SEO plugin global settings

Expected Output:

  • All cross-page and global changes implemented

Phase 3: QA and Testing​

Owner: Specialist Duration: ~30-60 minutes Objective: Verify all changes are correct, responsive, and do not break existing functionality

Step 3.1: Requirement-by-Requirement Verification​

Who: Specialist Tool: Browser, CR document

Actions:

  1. Open the live site (or staging site if available) in the browser
  2. Go through each requirement in the CR document
  3. For each requirement, verify:
    • Change is visible and matches the specification
    • No typos or formatting errors introduced
    • Links work correctly (if modified)
    • Images display at correct size (if modified)
  4. Check off each requirement as verified

Expected Output:

  • All requirements verified against the live site

Step 3.2: Responsive Testing​

Who: Specialist Tool: Browser dev tools (responsive mode)

Actions:

  1. Test each modified page at these breakpoints:
    • Desktop: 1920px, 1440px, 1280px
    • Tablet: 768px (landscape), 1024px (portrait)
    • Mobile: 375px (iPhone SE), 414px (iPhone Plus/Pro)
  2. Verify:
    • Text is readable at all sizes
    • Images scale correctly
    • No horizontal scrolling
    • Buttons and CTAs are tappable on mobile
    • Navigation works on mobile

Expected Output:

  • Responsive testing passed across all breakpoints

Step 3.3: Cross-Browser Testing​

Who: Specialist Tool: Multiple browsers

Actions:

  1. View each modified page in at least 2 browsers:
    • Chrome (primary)
    • One of: Firefox, Safari (Mac/iOS), or Edge
  2. Verify no visual discrepancies between browsers

Expected Output:

  • Cross-browser testing passed

Step 3.4: Performance Check​

Who: Specialist Tool: Browser, basic page load observation

Actions:

  1. Load each modified page and observe:
    • Page loads within a reasonable time (no new delays introduced)
    • New images are not excessively large (should be under 500KB per image)
    • No console errors related to the changes
  2. If new images were added, verify they are optimized (compressed, correct format)

Expected Output:

  • No performance regressions from the changes

Phase 4: Completion​

Owner: Specialist Duration: ~15 minutes Objective: Document completion and notify AM

Step 4.1: Document Changes​

Who: Specialist Tool: ClickUp task

Actions:

  1. In the ClickUp task, add a completion comment with:
    • Summary of changes made per page
    • Any deviations from the CR specification (and why)
    • Screenshots of key changes (before/after if significant)
    • Any items that could NOT be completed (with explanation)
  2. Update ClickUp task status to IN REVIEW

Expected Output:

  • Completion documentation in ClickUp

Step 4.2: Notify AM​

Who: Specialist Tool: Slack

Actions:

  1. Send Slack message to AM:
    • "CR-[CLIENT]-[NNN] WordPress changes complete. [X] requirements implemented. ClickUp: [link]. Ready for client review."
  2. Flag any items requiring AM attention (deviations, incomplete items, or client decisions needed)

Expected Output:

  • AM notified and ready to coordinate client review

Quality Checkpoints​

Checkpoint 1: After Backup (Phase 1)​

Verification Criteria:

  • Backup completed successfully
  • Backup timestamp noted in ClickUp task
  • No changes made before backup

If Criteria Not Met:

  • Action to take: Complete the backup before proceeding. If backup is not possible, notify AM and Rohit.

Checkpoint 2: After Implementation (Phase 2)​

Verification Criteria:

  • Every requirement in the CR has been addressed
  • All pages have been saved in the page builder
  • No draft/unpublished changes remain

If Criteria Not Met:

  • Action to take: Complete remaining requirements before moving to QA

Final Checkpoint: Before Notifying AM (Phase 4)​

Verification Criteria:

  • Requirement-by-requirement verification complete
  • Responsive testing passed
  • Cross-browser testing passed
  • No performance regressions
  • Completion documentation in ClickUp
  • ClickUp task status = IN REVIEW

Troubleshooting​

Issue 1: Page Builder Not Loading or Crashing​

Symptoms:

  • Elementor (or other builder) shows blank screen or error
  • Page editor loads but elements are missing

Root Cause: Plugin conflict, memory limit, or cache issue.

Solution:

  1. Clear browser cache and try again
  2. Try a different browser
  3. If persistent, check WordPress admin for plugin update notices
  4. Notify AM if unresolved -- do not disable plugins without approval

Prevention:

  • Report any builder issues immediately rather than working around them

Issue 2: Media Upload Fails​

Symptoms:

  • Image upload produces an error
  • Uploaded image does not display

Root Cause: File too large, unsupported format, or insufficient disk space.

Solution:

  1. Compress the image (target under 500KB)
  2. Convert to standard format (JPG for photos, PNG for graphics with transparency)
  3. If disk space issue, notify AM for hosting review

Prevention:

  • Optimize all images before uploading (compress, resize to needed dimensions)

Issue 3: Changes Not Visible on Live Site​

Symptoms:

  • Changes saved in editor but not showing on the live page

Root Cause: Caching (browser cache, server cache, CDN cache, or page builder cache).

Solution:

  1. Clear Elementor cache: Elementor > Tools > Regenerate CSS
  2. Clear any server-side cache plugin (WP Super Cache, W3 Total Cache, etc.)
  3. Clear browser cache and hard refresh (Ctrl+Shift+R)
  4. If using CDN (Cloudflare, etc.), purge CDN cache

Prevention:

  • After saving changes, always clear caches before verifying

When to Escalate​

Escalate immediately if:

  • Cannot access WordPress admin (credentials not working)
  • Site is broken or showing errors after changes
  • Requirement is ambiguous and you cannot determine the correct implementation
  • Changes require plugin installation, theme modification, or server access

Escalation Path:

  1. First: AM via Slack
  2. Technical issues: Rohit via Slack

Success Metrics​

Key Performance Indicators (KPIs)​

MetricTargetMeasurement MethodReview Frequency
Requirements completion rate100%Requirements implemented / total requirementsPer CR
QA pass rate (first attempt)> 90%QA passes without reworkMonthly
Client revision requests< 2 per CRRevisions requested after client reviewMonthly
Implementation accuracy100%Changes match CR specificationPer CR

Tools & Resources​

Required Tools​

Tool/SystemPurposeAccess Instructions
WordPress AdminPage and content managementURL in client technical access doc
Elementor (or page builder)Visual page editingAvailable in WP admin after login
ClickUpTask trackingapp.clickup.com
Browser Dev ToolsResponsive testingF12 in any browser

Supporting Documentation​

Document History​

VersionDateAuthorChanges
1.02026-02-24Symphony Core Systems TeamInitial creation

Next Review Date​

Scheduled Review: May 2026 Review Owner: Web Specialist / CEO

End of SOP