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Six change requests, worked

From the customer's words to the commit. The businesses are invented; the shape of each request is not.

1. "We're closed on Monday the 5th for the bank holiday, can you put that on the site?"

• Session: customer's
• Playbook rule: a notice, and hours, on pages the customer owns → straight to live
• What the agent does: adds a one-line notice to the top of index.html and pages/contact.html, dated to remove itself after the 5th; updates site.json hours for that date
• Commit: Add bank holiday closure notice for Monday 5 May
• Change log: 2026-05-01 · Closed Monday 5 May, notice added to home and contact
• Live in: about a minute

2. "Can you put these three photos from Saturday on the gallery page?"

• Session: customer's
• Playbook rule: adding photos already provided, on a page the customer owns → live; images resized first
• What the agent does: resizes three phone photos to 1600 px WebP, adds them to pages/gallery.html with alt text taken from the customer's message
• Commit: Add three photos from the Saturday market to the gallery
• Live in: a couple of minutes

3. "Our prices went up. Haircut is now £32, colour from £75."

• Session: customer's
• Playbook rule: prices on the services page → live
• What the agent does: edits pages/services.html; notices the home page also quotes the old haircut price and asks: "The home page also says £28 for a haircut. Change that too?" Waits for yes.
• Commit: Update haircut to £32 and colour from £75 on services and home
• What to notice: the agent asked before touching the home page, because the playbook marks the home page hero as preview-only. Prices in the hero were content, so a question rather than a refusal.

4. "I want a new page about the wedding cakes, with the photos I sent and a form to ask for a quote."

• Session: customer's
• Playbook rule: a new page, and a form → preview, operator notified
• What the agent does: builds pages/wedding-cakes.html from the photos and the customer's notes on preview, adds it to the navigation on preview only, drafts the quote form as a placeholder, and tells the customer: "It is on the preview site for you to look at. The form needs the webmaster to connect it, so I have flagged it."
• Operator's session, next day: connects the form to the provider under the customer's account, records it in the playbook's embed table, checks the page on a phone, merges to main.
• Commit (operator): Add wedding cakes page with quote form
• Charged as: a Silver-package change, or £120 on demand

5. "The site looks weird on my phone since yesterday."

• Session: operator's, notified by the customer
• What the agent does: reads the last three commits, finds a photo committed at 6,000 px wide by the customer's session (a rule was missed), reverts that commit so live is restored in a minute, resizes the image properly on preview, checks the phone viewport, merges.
• Playbook change: rule 6 was already there; the agent in the customer's session had skipped it. The operator adds a line to the customer's session instructions to confirm image sizes before committing, and notes the incident in the operator's vault.
• Change log: 2026-06-12 · Fixed home page layout on phones (oversized photo), photo re-added at the right size

6. "Can we get more people finding us on Google and on ChatGPT?"

• Session: operator's
• What the agent does: this is not a change, it is an upsell. The operator replies with what the basics would be (titles, descriptions, structured data for the business, a page per service, the accessibility statement, being clear and citable), what it costs as an on-demand piece of work, and what to expect. If yes, it is done on preview and merged.
• What to notice: the change log produced the sale. This is the pattern the business model section describes.

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