The short answer
A request that gets done right first time has five parts: the exact page link, what it says now, what it should say, any files as shared links, and a deadline with the reason for it. Add a screenshot or short Loom recording if the change is visual. Send one request per ticket and never include passwords.
Why vague requests go wrong
Imagine telling a printer "change the thing on the flyer." They would have to guess which flyer, which thing, and what to change it to. A website is no different, except a site can have hundreds of pages, and the same business name, phone number or service can appear in dozens of places.
There is also a cost beyond delay. When a person has to guess, they sometimes guess wrong, and you see the result only on the preview. That means another round of changes. The fastest route to a correct update is to remove the guessing at the start.
The five parts of a good request
- 1The exact page. Paste the full link from your browser's address bar, not "the services page." If the change appears on several pages, list them or say "everywhere it appears" and tell us what it is so we can search for it.
- 2What it says now. Copy the current wording or add a screenshot with the area circled. This proves we are looking at the same thing you are.
- 3What it should say. Write the final wording, spelled and punctuated the way you want it. If you want us to write it, say so and give us the facts to work from. A phrase like "make it better" is a copywriting job, not an edit.
- 4Files and facts. Images, logos, PDFs and price lists go in as links to Google Drive or Dropbox, with sharing set so we can open them. Say what each file is and where it goes. If a price or claim must be exact, say where we can confirm it.
- 5Timing and reason. A date helps only if there is a real reason, such as a sale starting or an event. Tell us the reason. It lets us prioritize sensibly and flag if the date looks tight.
Before and after: a vague request versus a perfect one
Example: The same change, written two ways
Vague: "Hi, can you update our prices and put the new photo on the main page? Thanks." We now have to ask which prices, which of the three price tables, what the new numbers are, which photo, which main page (home? services?), where the photo goes, and whether the old one is removed. That is seven questions before work starts. Perfect: "Page: https://example.com/services/. In the table under 'Residential cleaning', change the 2-bedroom price from $120 to $135 and the 3-bedroom price from $160 to $175. Leave everything else as is. Please replace the team photo at the top of https://example.com/about/ with the file at this link (Drive, view access on): [link]. It is 2400 pixels wide and shows all five of us. Alt text: 'The Example Cleaning team outside our office'. We need both live by the 1st because the new price list goes out then." Nothing to ask. The work can start straight away, and the preview will match what you pictured.
Say what must not change
Edits to a page can disturb things nobody meant to touch: a heading that carries the page's main topic, a link that other pages point to, a section that was written to answer a particular search. If a part of a page is working well, such as a page that already brings in enquiries, tell us. Just "keep the headings and the URL as they are" is enough.
If you do want a structural change, such as a new page title or a different address for a page, say that too. Those affect how the page appears in search, and they need a redirect if a URL changes. We will check the consequences with you first.
Request size: one ticket, one job
We handle one ticket per submission, and several tickets sent in the same session are merged into one. That is good for a batch of small related changes. It is less good if you mix a text fix with a new page and a form rebuild, because the quick one waits for the slow ones.
| Type of change | Typical shape | How to send it |
|---|---|---|
| Typo, price, phone number | Small edit | Several can go in one ticket, one line each with the page link |
| Swap an image | Small to medium | One ticket, file link, size and alt text |
| New page | Planned piece of work | Its own ticket, with the goal and the content |
| Form, menu or hours | Affects other things | Its own ticket, so the checks are not rushed |
| Redesign of a section | Project | Talk to your project manager first |
What happens after you send it
The support team reviews your ticket and follows up, asking anything still unclear. The change is built, a second person checks it, and you get a preview link. Nothing goes live until you approve the preview.
Look at the preview on your phone as well as your computer, read every word you changed aloud, and check that links and buttons on that page still work. If something is off, reply to the ticket with a screenshot and use the tips in how to give feedback to name the exact spot.
When to ask us
Send the request through the support form and choose the website update category. Include the page link, current wording, new wording, file links and a date with a reason. Attach a screenshot or Loom recording if it is visual. Never send passwords or login details. If you are not sure how big the change is, send it and say so. Your project manager can tell you how it fits your plan.
