Troubleshooting Reference Chart
There can’t be a list of things, every year the components change, and every build can be unique unto itself. The best we can do is give a general set of guidelines.
- What is the most likely problem?
- Deactivate that component.
- If the problem persists, keep that component off
- Repeat the process until the problem is found.
In a WordPress, Divi, web build, if a site is having issues resolving, but the backend is working you can deactivate the theme. If the site shows up, then you know it was the theme. If you still have the issue begin to deactivate plugins. If it doesn’t show up then, with no plug-ins and a generic them, then you know it’s probably not WordPress. You can then go and double-check settings in the cPanel.
Meetings are essential for communication, especially in remote working environments. This list of meetings is broken down into regular weekly meetings vs. project-specific meetings.
Monday Morning Meetings
At the earliest point in the week, the whole team should get together and review the previous week and set expectations for the next week. This is a meeting that will let everyone know exactly where we sit as a company whole. It is an opportunity for everyone to share the owner’s visions and concerns and lets the team members coordinate problems solving meetings. This meeting might bring up issues, but it is not the time to solve them.
- Owner Address: Ideally inspirational, a moment for the owner to give a direction and goals for the week.
- Admin Notification: Addresses emails, changes in billing or workflow, payroll concerns
- Production Review: Walkthrough on each project
- Sales Breakaway: Set & evaluate goals, address any Rep needs
- Production Troubleshooting: Owner & Key schedule or dive into troubleshooting issues
End of Day
This is a quick report that reviews the tasks that were completed in the day. It should be an email but can be as simple as a quick conversation. The point is to check in before you go home or make notes for the next day.
This is similar to an end day, but with more details. It will need to include hours worked, appointments kept, and any issues or challenges that came up or were overcome during the week. This is designed to allow the Owner or Lead Rep to review with his team.
This meeting is scheduled at the discretion of the owner and is meant to update the owner on any issues from administration and allow the owner to set goals for Admins.
This is an internal meeting between the Key and the Rep to review a blueprint. It is meant to give the Key a better feeling of the client’s expectations and to generate a good base to hand the client off to the key. It also allows the Key to confirm the scope of build with the Rep.
Key Client introduction
This is a call or email that introduces the client to the key. This should have a scheduled call that results in the key communicating directly with the client and confirming the scope of the build. Unlike the Reps interaction, the Key is focused on what has been purchased and confirming expectations.
These are additional meetings that are added to a standard project to give the client a full consultation on the appearance and effect of a project. These meetings are usually between the Key and the Client but can also be with other team members.
These are internal meetings to address issues that come up in the Monday Morning Meeting or non-emergency issues. These are meetings that address troubleshooting issues for specific issues on a project. These can also be for dealing with client issues or administrative problems.
These are the core of our sales process and have worksheets for each product. There are “101” booklets or sales sheets that represent each product. Reps will use these booklets and conversation guides for each product. These will have tools and checklists for the client and the Rep.
Monthly Sales Review
A team is only as strong as its weakest link. This meeting is designed to share stories of successful conversations and strategies used by the Reps and to set goals and motivations for the team as a whole.
These are all the things that we do to acquire, develop, and close a project at ICHRONstudio. As you saw there is a heavy emphasis on communication with both client and staff. If we do everything right, then our clients our satisfied.
We break the build process into 3 phases:
- Phase I: Intake & Assessment
- This phase is conducted within the first few days of payment and extends out to ~2 weeks. Sometimes items are moved to other Phases.
- Phase II: Mockup & Content
- Now we place content and utilize the Blueprint to inform design. Sometimes we use placeholders where content is missing.
- Phase III: Construction & Add-Ons
- We wrap everything up, addressing SEO and other considerations such as 3rd-party software or ADA Compliance. If something can’t be completed during the expected Phase, it gets moved here.
The Phase structure begins after the project has been purchase and a blueprint filled out by the Rep. The Rep is responsible to start the process with a Blueprint Review.
Phase I Tasks
The Key meets with Sales Rep for 30-60 minutes to discuss the details of the Blueprint and address client needs. This is an opportunity for the Sales Rep to share any additional client needs/preferences that may not be communicated sufficiently in the Blueprint, such as a custom design (a logo, graphic,3rd-party plugin, etc.).
Client to Key introduction
Clients should be introduced to the Key via a short email.
- This can be from the Rep or the Key.
- If more than two days have passed the Key must send the introduction.
- Email should be concise and friendly.
- Must have all contact information for the ICHRONstudio, the Key, and the Rep.
- Includes links to schedule a meeting with a rep and a conditional statement for a call.
- (See Chart: sample intro)
Key Client set up Call
This is direct communication with the client and the Key. The goal here is to set review the blueprint with the client and set their expectations. The Key will confirm the calendar and milestones and inform the client of information they will still need. This is also an opportunity to confirm the service package that they have purchase and how many contacts they should expect.
- May include Rep if available
- Should not be more than 30 mins
- Confirm the level of service they are being provided.
Key supplemental Information Email
This immediately proceeds the client Key Client set up call and will review all points made in the call. It will also include a list of items needed and links to upload large files.
See Chart Key supplemental info email
Create cPanel account in WHM
This is the core account for any website and is based on the domain name. It creates a control panel, which will allow the creation of emails, and various web products including the website itself.
- The username should reflect the business name and not be the domain name
- Password should be stored in Blueprint Document
Create wireframe referencing Theme template pages
Every page should have an associated task while referencing the relevant Divi template pages. The Wireframe is a starting point of pages and menu items. It should also include all front-page content, forms, and suggested placement for 3rd party components, and can be simply done with a pencil and paper, or Adobe XD for more complicated flows. The standard build includes 15 total items or less, including menu items and front-page items.
Create a subdomain for Development Site
All new website builds should be on a subdomain of the business name on ichronproof1.com. When purchasing a new domain for a client, we will occasionally start the build on the newly purchased domain instead.
Clone “Template Site” with Installatron
Use Installatron to clone our “Template Site”, making sure to check that it reflects the same credentials of the cPanel account. Ideally, the Template Site will have all themes and plugins pre-installed.
Install Theme and default plug-ins
If the site is not cloned, be sure to install the correct Theme and necessary plug-ins for site functions.
Provide finalized Blueprint to Web Dev
The Admin now has all the necessary details for the Web Dev to start working. The updated Blueprint should include the following (new) information:
- Logins & URL for the Development site
- Additional notes from meeting with Sales Rep
Email Setup via G Suite/MS Exchange (Ideal)
We’ll need to ensure that the proper MX records are listed in cPanel for their email provider. Sometimes, the client has an IT Company that simply needs cPanel access to handle this for us. Check with the Salesperson if unsure.
Email Setup via cPanel (Not Ideal)
It’s never preferred that we host our client’s email, as it takes up storage, bandwidth, and frankly, Webmail isn’t the best solution for business email. Ideally, they get set up with G Suite or Microsoft Exchange, and we have referral partners that can help with that. If not, refer to the below setup instructions.
When setting up a client’s email on CPanel, the first option is an email forward rather than an email account which is simpler and doesn’t take up our storage. Subtasks should be created with each email account/forward desired (up to 5).
- When setting up new accounts, create a temporary password and provide instructions to the client on how to log in & change their password.
- When working with existing emails, we don’t migrate current emails until right before swapping the nameservers (refer to “Email migration” in Phase 3). If we use Liquid Web’s migration, they will help set up and migrate emails upon request and likely transfer email data, however, other migration tools will not automatically transfer the email database.
Phase II Tasks
Keyword competition research
We use SEO Site Checkup or Google Ads Keyword Planner to find keywords matching up to the “Draw & Response” or “Services” sections of the Home Page. This can also help inform the content of the site. Those keywords should be shared on the Blueprint and added to the backend of the site in Phase 3.
Set up the desired Template
Create a new page and select the “Choose from template” option. Locate the name of the template chosen by the client in the Blueprint – this is your starting point.
Transfer previous site content
Sometimes, we are simply migrating a WordPress site, in which case the next step simply involves updating outdated information. In other cases, we are just utilizing some text and photos. In that case, be sure to note the following:
- Download and re-upload images, do not cut and paste
- Remove/re-format any hyperlinks so they don’t point to the previous site.
Modify Divi Template based on the Blueprint
The Blueprint informs the home page, using the following elements:
- Draw and Response
- Call to Action
- Example websites
- Header image
- Featured Services (up to 4)
- Contact Information
Design interior pages
Every Interior page is based on the Wireframe created in Phase I. Subtasks are created for each relevant page. Depending on how complex each page is, it’s possible they won’t be complete until Phase III (so due dates can be customized). Every page should match up with the associated Divi Template Page unless stated otherwise.
The typical pages utilized in a Standard Website Build can include but are not limited to up to 5 of the following: About, Contact, Services, Blog, Gallery, Directions/Locations, Portfolio, Testimonials, Client Portal
Review 1st Mockup (Sales Rep)
Before sending the mockup to the client, ensure the Sales Rep double-checks it.
Send 1st Mockup
Send the client the mockup link via email. Feel free to call to follow up. Remind the client that the emphasis of the mockups is the overall structure, ordering, and design feel of the page, rather than the content. Obviously, the content should be accurate, but often we’re just using placeholders.
Gather Mockup edits
Allow the client to respond to the email with edits – sometimes they will ask for a call to review edits. Officially, we only provide 1 “design meeting”, but don’t hesitate to call the client for clarification on either end.
Make Mockup edits
Attention to detail is key here (no pun intended). It’s easy to miss small notes, so read thoroughly.
Send 2nd Mockup
Once the changes are complete, send the client another link to view their live website. Ask them for feedback.
Gather & Make 2nd Mockup edits
Allow the client to respond to the email with edits – sometimes they will ask for a call to review edits. Officially, we only provide 1 “design meeting”, but don’t hesitate to call the client for clarification on either end. The move onto Phase III.
Phase III Tasks
Place site meta-description and keywords
A short paragraph that explains to a visitor what the site is about and is placed in the meta-description. Keywords are initially determined by the client and are usually limited to 3 basic keywords that should be in the paragraph. SEO clean sites will have the keywords vetted and this may take more time. Adjust the date if this is the case.
https://www.favicon-generator.org/ is a helpful resource. This assumes the client has a logo.
Place social media links in the footer
These links should be provided on the Blueprint, otherwise, simply Google the business name and locate whatever social media accounts they have (Facebook, Instagram, Twitter, Yelp, YouTube, and BBB being most common).
Install 3rd-party plugins/embeds
These involve HTML embeds or plugins that are not provided by ICHRONstudio. While these installations are usually straightforward, in some cases the client pays extra for plugins that require in-depth setup (multi-employee scheduling, for example). This is also an appropriate time to collect additional information from the client to understand the end goal and communicate any additional fees if applicable.
- May not easily be installed
- May require additional fees to the 3rd party
- May require extra hours added to build to install
- May create conflict with other standard plug-ins, especially in the case of WooCommerce they need to be compatible.
Insert the following link:
ICHRONstudio: Your Online Management Team
Final internal website proof
All major construction should be completed. An internal proof with someone other than the developer (Sales Rep) should go through the site and create a list of final changes before showing the client, such as weird spacing, missing content, etc. Subtasks break down what exactly we are double-checking. Some examples of what we double-check:
- Page Titles, links, and content
- Tablet/mobile view – use your own phone!
- Contact forms – test them all
Final client website proof
This is the client’s final opportunity to share any last revisions to content or design. Any additional changes beyond this phase should be less than an hour or additional fees may incur.
- Last proofing included in the build
- After three hours of proofing in total, additional fees will incur.
- Additional work is charged on an hourly basis.
The Sales Rep should walk the client through any tutorials that they will need to operate the site. Additional services such as Marketing or Ongoing SEO should be presented, and the client should be walked through using various site functions if necessary.
- Schedule a meeting with the client
- Send links on how to log in and create a blog post in WordPress beforehand
- Review use of gallery or any 3rd party plugins
- Activate site cache
- Check Site Title, Site Keywords, Site Description
- (SEO Sync Clients Only) Increase SEO score as high as possible before going live
This should be done as the client begins their project, but it’s always good to double-check. They can have installments or just our Basic Hosting at $35/mo.
Email migration via cPanel (Not Ideal)
Skip this task if they are using external mail (such as G Suite) or forwarding. This is only if we are hosting the client’s email. We need to do the following:
- Provide instructions on accessing their new email BEFORE transferring. This is because they will lose access to their old email, and they’ll need to be able to access the new email
- Once the prior step is confirmed, migration of old emails right before swapping the nameservers
Email migration via G Suite/MS Exchange (Ideal)
Refer to the above task if not using G Suite/MS Exchange. We will need to ensure that the proper MX records are listed in cPanel, or that they are kept with their current domain provider. Sometimes, the client has an IT Company that simply needs cPanel access to handle this for us. Confirm that before migration.
Here are our nameservers: ns1.businessdemon.com, ns2.businessdemon.com
Sometimes, we need to add our IP Address to the domain’s A record as well. The correct IP address is listed in the client’s cPanel account, on the right side. Make sure everything else is checked off before doing this!
Final SEO changes (SEO Sync Only)
Only applies when doing an SEO Sync Add-On. There are a few SEO Changes that are impossible without the site being live. In some cases, we might make a new site “live” before it’s complete to wrap up SEO. For this task to be marked complete, the score should be at least 95/100.
Finalize email to client
Once the site is fully transferred, a final email should be sent with the following included:
- ‘Thank You’ for working with us
- SEO Score PDF
- Hosting information, such as benefits and pricing
- Any additional recommended services, such as Ongoing SEO
At the core of every ”sale” or ”transaction”, a business provides products or services in exchange for money. If we do it right, clients are satisfied and there is a good profit that allows us to grow the business. We build websites, offer tools to get traffic to your business and make sure online assets are ADA compliant. From start to finish, the process is the same for all products.
Having the right ingredients is not the same as serving a tasty meal. Being able to build a website and build SEO is not the same a running a business or completing a legally binding agreement. Just as with a recipe knowing when and how much to add can make a huge difference in the outcome. Timing is important and understanding the expectation of the client versus an individual’s capabilities. This allows us to quickly and efficiently complete projects.
Below is a step-by-step instruction manual on how to deliver a successful product. All projects are broken into three phases. Initial setup, construction, and follow-up. Each phase will follow a timeline with milestones that lead to the next phase. There will be individual instructions for each team member. The Key will have a set of responsibilities as will the Web Dev, and the Admin. Basically, this breaks a large complex project into tasks that each team member can quickly and easily knock out. This list of tasks we call project templates.
Before we jump into the nitty-gritty details of the phase structure it is important to understand the process that gets us a job. We run competitive online and IRL marketing campaigns in our targeted territories. In addition to these ads, we feel it’s important that our brand and our people are engaged in the community. It is more than networking for referrals’ it is building relationships with local business owners.
Our unique sales process sets us apart from our competition.
Networking groups are a perfect fit for us, and we utilize organizations such as BNI, Le Tip, and local Chambers. Sometimes we work with other local businesses to do seminars or tradeshows. Getting Reps into these network groups allows the group to do a portion of the sales for us. Our web development is priced for micro to small businesses. These network groups are exclusively composed of that demographic. You can’t ask for a better fit.
Once we get a lead or referral, we contact that potential client to set a meeting for an initial consultation. We want all our clients, whether independent owners or million-dollar small businesses, to feel a higher standard of service. We want to show exactly why we are the best choice for them.
The Initial Consultation
Our consultation is the most important step in the process. It is the first impression, and we want to show them that we aren’t like the other guys. Our goal is to listen, evaluate, educate, and recommend.
Reps will have conversation guides, printed or online materials, that will help the client better understand how we can help. Our marketing 101 is a valuable tool to help business owners understand how a website can help them increase their income.
Be honest, genuine, and helpful.
By the end of a consultation, a client should have a good idea of what products we have, what our base terms and conditions are, estimated price, and an understanding of what is to come next. Basically, we meet with them, let them tell us about their business, we tell them about ours and if it’s a good fit we sign some documents!
The Daily Grind
ICHRONstudio starts with the owner. They have put their money and their reputations on the line to create jobs for everyone. To work on the team, you must acknowledge at the end of the day it is the owner or LLC that bears the liability. This gives them the ultimate say in the decision-making process. However, the whole point of a team is to keep the owner from having to make these choices. If everyone does what they are supposed to do, then there shouldn’t be too many “ultimate say” moments.
We don’t flip burgers and there is an expectation that every team member brings some initiative to the table. There must be independent thinking allowed and the ability to work outside the box without blowing the box up. (You know who you are, you’ve probably gotten fired for this before).
Definition of propagation
: the act or action of propagating: such as
a: increase (as of a kind of organism) in numbers
b: the spreading of something (such as a belief) abroad or into new regions
c: enlargement or extension (as of a crack) in a solid body
Propagators (aka “Props”) oversee the Marketing and development of a client’s digital presence. A prop can specialize in SEO, Social Media, or Content creation, and there may be multiple propagators for a single project.
An SEO Prop will be focused on aligning a website with Google’s current best-known practices. This is a very straightforward list that is created by third-party software. The software evaluates and scores a client’s website. It generates a report that will list all the issues on the site that need to be corrected. This report can be generated by a Key, Admin, Owner, or Rep.
Once the report is generated it creates the parameters of the project for the SEO prop to change. An SEO prop will need to have a basic understanding of how to make changes to a CMS/Theme and code to allow a site to quickly load and index relevantly. See attached chart.
Social Media and Content
The SMC Prop is different from the SEO prop. They are responsible for increasing the likely hood of traffic to a site and opening or increasing current avenues from Social Media platforms. Utilizing information from Marketing 101 the props are responsible to create a content flow that starts with an advertisement, moves to the website, and ends with a Call to Action on the site.
They also will create content that utilizes keywords and relevant articles that will draw readers in. Because of the level of skill required to develop this, it is best to use an outside content creator that can function outside of the structure of the build. That is to say that research and development utilize a different set of tools than those primarily used at ICHRONstudio. Hiring a local firm or working with a few 1099 off-site workers might have a better workflow.
Props are also responsible for added content on a site or blog. That is to say that they might need to get topics from a client and research them or work with a content writer.
The Prop is utilized on a project basis and therefore does not have a set Daily Expectation or Meetings. Instead, the Prop is provided deadlines for tasks and must notify the Key if the task cannot be completed by the deadline.
The way we work with our clients defines our company. It is what separates us from our competitors and makes us stand out in the crowd. To accomplish this, we have created a unique program for our Reps. Part of our brand is that we are approachable, and we want to develop reps with that same quality.
Day one for a rep is walking through our sales process as if they were a client. Understanding the value of what we offer is essential. Believing the product is essential. We don’t want our reps selling websites or ADA compliance, but rather helping businesses out understanding how those tools are vital to their success.
Reps will be given access to powerful network groups, local Chambers, and access to trade shows. We offer one-to-one online or in-person training for all our products. By providing tools and qualified leads, plus an aggressive commission scale, we create a positive long-term environment for experienced sales and account managers.
Once you get a lead the following will be expected:
- Schedule an initial meeting or Marketing 101
- Submit any closes “Start” meeting with the Key
- Introduce the client to the Key
- Weekly follow with Key and Client
- Final walkthrough with Key or Client
- Regular follow-ups with clients.
See Sample Schedule
Tools that are provided for the Reps
- Weekly meeting to coordinate sales goals
- Product training on new products
- Competitive Bonuses
- BNI membership
- Access to Chamber Lunches and meetings
- Additional Online Training camps
Reps can be w-2 employees that will initially work on-site or 1099 contractors that work virtually. They will determine their own schedules however their hours are based on the meetings that they set to the calendar and the groups that they attend. All Reps will be required to attend the Monday Morning Meetings.
Monday Morning Meetings are set up for the entire team to coordinate messaging and progress. Reps are expected to bring their last week’s schedule, their anticipated schedule for this week and next, and an update on their prospects. They will also be expected to have their totals and their sales projections for the month.
Reps make money by talking on the phone, in zoom chats, but not social media. A rep is expected to make at least 5 client calls a day and has a minimum of 1 actual meeting. The meeting can be a consultation, marketing 101; anything that includes a client.
Reps should have made at least 25 client calls throughout the week and do follow up with each client that has a current project. They should also have made at least 3 follow-up calls with completed clients to the network.
BNI groups or other networks groups must be attended weekly as well as chamber mixers or seminars.
End of week
Reps should review all their clients and send an end-of-week update to them that discusses what was completed and what is next. The Rep may need to set up a meeting if there are multiple projects.
Travel and food are not included.
Commission based on monthly totals from the first day of the month to the last.
$0-$999: No commission start looking for retail positions.
$1,000-$1999: 10%: you need to work on that a little.
$2,000-$3,999: 25%: We’ll keep you around for now.
$4,000- $5999: 30%: I think you’re getting it
$6,000-$8,999: 35%: I like you a lot.
$9,000+: 40%: Everybody wins.
Blueprinting is a follow-up session, after payment, that will help define expectations for the build. The blueprint will outline client expectations, the scope of work, and will set the milestones for the project. A project can be paid for but cannot be started without a blueprint.
The session can be over the phone, in person, or online. If it’s in person, the Rep can use a physical workbook or the online form.
The Rep will find out the basic information for the website, colors, preferences, examples, themes, and templates. They will also narrow down what exactly the client is purchasing, what we are promising to deliver, and the general timetable for the project. The blueprint is an essential part of the client relationship and needs to be well thought out and double-checked.
Once the blueprint is completed the Rep will deliver a copy to the client. An additional supplemental email will be sent with links to upload images, usernames and passwords, and additional content. The supplemental email can be sent by the Key.