A company that provides electrical equipment for construction sites and other uses worked closely with Pecchia Communications to develop a manual that supports standardized, repeatable processes for rentals.

Sunbelt Solomon (formerly Sunbelt-Solomon Solutions), now uses the 52-page manuals to guide employees at its seven U.S. rental centers, including the one in nearby Sharon, Pa. The manuals support a consistent quality rental experience for users of the company’s transformers, distribution panels, circuit boxes, cables and related products.

“The manual reflects dozens of years of collective expertise across our team and establishes a written set of best practices for employees to follow,” said Dan Sweeney, executive vice president at Sunbelt Solomon. “The manual will be important in our ongoing training of employees and will enable us to be consistent across our locations without having to rely on a few ‘old hands’ for guidance.”

The manual covers core equipment rental processes, as well as ancillary processes like checking equipment back in when rentals end, preparing the equipment for storage and getting it ready for future customers.

Before the manuals were in place, some procedures tended to vary by location and even among employees at the same site, as improvements added over the years were not always broadly documented.

The manual features concise, clear language, illustrations and an organizational structure that makes information easy to find. The design, type and spacing make for easy reading and are aligned with the Solomon Sunbelt branding.

“Print, digital and video manuals and similar materials are important enablers for the great work taking place in industry to assure quality experiences for customers,” said Dan Pecchia, president of Pecchia Communications.

“When designed and executed properly, these tools can support compliance with guidelines that delight customers, ensure standardization, contain cost and draw repeat business. In some situations, printed materials are best. In others, video, audio and/or digital guides can be effective.”

The Sunbelt Solomon manuals are printed on durable stock, and digital versions support easy updates.

Pecchia offered the following tips for business leaders who want to extend the benefits of standardization and other process control initiatives: 

• Start with the experts. These manuals and videos should reflect the input of those most knowledgeable about the way processes happen on the ground. These individuals usually know what points need particular emphasis, which items are often misunderstood and how the content can be effectively illustrated.
  
• Build a comprehensive outline. Before the actual work starts, be sure to nail down the project scope and identify which sections are needed. Break things down into manageable batches. A good outline can become the foundation for a time-saving table of contents.
  
• Be engaging. Make sure the manual is readily digestible and organized well so its users want to use it. Short, clear sentences are great. Jargon and poor grammar are not.
  
• Be visual. In print manuals, images and colors boost engagement. Photos and graphics will consume space and force a higher page count; but a little more printing expense is a reasonable price for greater engagement. Large type and white space are great, too, and it’s important to stay true to company branding.
  
• Involve a broad range of people in the review process. Make sure the product is effective in the minds of people who will use it and those who manage those individuals. Such reviews are best after the content is developed but before final (print) layout or final (video) editing are complete.
  
• Consider working with an expert in communications. Just as you wouldn’t want your safety professionals litigating a workers’ compensation claim, even though they know a lot about injuries, you don’t want your quality and continuous-improvement people creating manuals or videos. Support your internal pros with an outside group of people who: 
  • Know how to apply the magic of words and images AND  
  • Know how to listen to and collaborate with your subject-matter experts