THE branch owners’ playbook

This Playbook aims to answer questions that you as branch owner may have regarding running your business as well as ensure a consistent response to situations commonly encountered during the operation of your branch. If you have a question that is not addressed below, kindly email us at info@canvas.club so that we can share the answer on this page.

Click on a category below to see the relevant questions along with their responses.

 

GMAIL AND Google drive

+ How do I access my Canvas Club emails?

Go to www.gmail.com in your computer's web browser.

In the text field that appears, type in your Canvas Club email address. (If information is already filled in and you need to sign in to a different account, click Use another account and then type in your Canvas Club email address.)

Click Next.

Type in your Canvas Club password.

Click Next.

Wait a few seconds for your inbox to load.

+ How can I access my Canvas Club emails on my phone?

Downloaded the Gmail app.

On your phone or device, open the Gmail app.

In the top left, tap Menu.

Tap your account address.

Tap Manage accounts > Add account.

Enter your Canvas Club username and password.

After your account is added, you'll be signed in to your Canvas Club email any time you open the Gmail app.

+ How do I access my Google Drive?

On your computer, go to drive.google.com.

Type in your Canvas Club e-mail address and password.

If you want your browser to automatically log you in each time you visit Google Drive, check the Stay Signed In box.

Click Sign In. Now, you will see your Google Drive.

On your phone, download the Google Drive app from the app store.

Open the Google Drive app. In "My Drive," you will see all your Drive folders.

If the app prompts you to sign in, do so using your Canvas Club email address and password.

+ I am signed into a different Google Drive, how do I access my Canvas Club Drive?

If you have multiple Google Drive accounts, remember that you can sign in with only one account at a time. However, switching between accounts is simple.

If you’re already logged into one Google Drive account, click the Account icon (either the blue circle, your e-mail address, or your profile picture if you’ve added one) in the top left corner of your browser.

Click Sign Out. You now see the Sign In screen with your email address and password filled in.

Click Sign In with a Different Account. You see the Choose an Account Screen.

Click Add Account.

On the new Sign In screen, type in your Canvas Club e-mail address and password.

Click Sign In. Now, you’re in the Google Drive for your Canvas Club account.

+ How do I upload class photos to my Google Drive?

On your computer, go to drive.google.com and drag and drop or upload your photos.

  • Drag and drop: Drag and drop your photos into the Google Drive folder.
  • OR Upload: At the top left, click New > File Upload. Choose the file you want to upload.

On your phone, download the Google Drive app from the app store. Open the Google Drive app.

  • Tap Add (the plus sign)
  • Tap Upload
  • To upload photos or videos, tap the photos and videos you want and tap Upload.

Social media

+ What is Canvas Club's Social Media strategy?

Managing a brand page on social media takes a lot of time. We take most of that work off your hands by managing the Canvas Club brand centrally accross Facebook, Instagram and Twitter.

This helps us cultivate a strong community behind the brand and ensures a clear and consistant massage and standard look and feel.

We're big believers in quality versus quantity and our goal with all of our social media channels is to inspire, educate, build relationships and create hype.

You will be provided with a branch specific page on Facebook to do local marketing in your area. Everything that is posted on the Main Page will automatically pull through to all the location pages.

Rules for the page:

  • Please double check your spelling and syntax before posting.
  • Please do not use pixelated or blurred photos.
  • You are only allowed to use this page for Canvas Club purposes.
  • If you want to boost a post, please make sure that your own Credit Card is loaded and not Canvas Club or any other Credit Card than yours.
    • Please be sure you have permission from the parents to use photos of their children.

Enjoy your page!

If you haven't yet, please go like and follow Canvas Club on all our platforms, select 'Locations' to view and like all the branch pages:

Facebook: www.facebook.com/canvasclubsouthafrica/

Instagram: www.instagram.com/canvas.club/

Twitter: www.twitter.com/canvas_club

+ What can I do to promote my branch on social media?

Follow the steps set out in the marketing guide regarding social media advertising. Feel free to chat and share ideas relating to marketing with Annie at any time.

+ How do I share a Canvas Club Facebook post on my local community Facebook groups?

To share a Canvas Club Facebook post on a group that you like:

  • Go to the post on the Canvas Club page that you would like to share.

  • Tap Share below a post.

  • To choose where you want to share it to, select 'Share..'. You will be presented with a few options:

    • Share on your timeline
    • Share on a friend's timeline
    • Share in a group
    • Share in an event
    • Share on a page you manage
    • Share as a private message
  • To share it in a group, select the 'Share in a group' option.
  • Type the group name and select the correct option from the drop down.
  • If you'd like, write a message.
  • Tap Post.

Remember to always tag @canvas.club so that people in your groups can easily access the Canvas Club page.

+ I would like to run a special event, such as an open day, at my branch, how can I get it advertised on the Canvas Club Facebook page?

Please contact Annie on annie@canvas.club to get exposure on the Canvas Club Facebook page. Once the advertisement is live we encourage you to share it on your local Facebook groups.

Alternatively, you can post your own advertisement on your local groups.

Remember to always tag @canvas.club so that people in your groups can easily access the Canvas Club page.

Photos

+ Am I allowed to take photos and videos of my students?

The Canvas Club terms and conditions, which is agreed to by all clients who sign up throught the online booking system and are which also stated on the permission and consent form that parents/ legal guardians need to sign, state the following:

Students and their work may be photographed for the use of Canvas Club promotional material unless specifically requested to not do so in writing.

However, please ensure that every client signs a printed out copy of the consent form as well, which state the above again as a reminder.

We respect the wishes of our clients, especially when it comes to their privacy. We therefore ask our branch owners to not upload any photos or videos to their Google Drive of students who requested in writing or verbally to not be photographed. This will ensure that those photos will not be used by head office for social media or promotional purposes.

+ How do I take awesome photos?

  • No fancy camera needed!

All of our photos are taken on smartphones, it is less intimidating for you and the children and the quality is good enough. Switch your phone on silent when taking photos to not interrupt and/ or intimidate students and parents.

  • Bend those knees!

Try and take the majority of your photos at the children’s eye level, this will mean you will need to bend down a bit.

  • In the moment!

Staged photos are lovely, but capturing your students in the moment is just so much more special!

  • Get rid of the junk!

Remove the eyesores such as dustbins in the background of your photo, so that all the focus is on the child and the artwork.

  • Bright and light!

Good lighting makes a big difference. Open the blinds/ curtains in your classroom to get good natural light and turn on the lights.

  • Have fun!

Approach the children from a perspective of having fun, not one of getting the best photos. The second is a product of the first.

Communication

+ What is Canvas Club’s communication etiquette?

  • Respect after hours: if it's before 8am, past 5pm or the weekend, stick to email.

  • Proofread and proofread again. Before hitting “Send”, take the extra time to make sure your email doesn't have spelling, grammar, punctuation or syntax mistakes. Watch out for auto-correct when typing on a mobile device! Remember that each of your communications represents you as well as the Canvas Club brand.

  • Be prompt: Aim to reply to emails within 4 hours during work hours.

+ How do I stop my emails from being labeled as spam?

Most internet mail server are equipped with spam filters. A spam filter is a software program that scans emails and is programmed with a specific set of criteria for what spam looks like, and pulls email that meet enough of those criteria out of the flow.

80-90% of all email on the internet is spam. To stop the bombardment, people and businesses are creating filters, or buying company services that filter email so that they receive only content that they deem relevant to them. So, whether or not your email is legitimate, if a receiving host or email spam program is aggressive or set a certain way, your emails could very easily get marked as spam. Unfortunately, this is not a server or hosting issue. This is a general issue with email that you will find no matter where you host your business emails.

Here are some tips I found on how to keep from getting marked as spam.

  • DON’T SHOUT IN ALL CAPS IN YOUR SUBJECT LINE!
  • D o n t p u t g a p s b e t w e e n l e t t e r s a n y w h e r e !
  • One exclamation marks works fine, don’t go crazy!!!!!!!!!!!!!!!
  • Stay away from words and phrases that sound gimmicky: Buy Now, Click Here, Free, Low Price, etc.
  • Encourage subscribers to whitelist/add you as a contact, and personalize your ‘To’ field with the recipient’s name.
  • Keep images minimal. Having more space in the body of an email taken up by images than by text raises lots of red flags. Aim for a high text to image area ratio.
  • Be very careful about the quality and quantity of links in the content. Keep the number of links minimized and don’t use url shorteners.
 

SCHOOL TERMS

+ How many classes are there per term?

Our classes follow the school terms and your bookings are set up accordingly on the booking system.

2019 South African School terms:

  • Term 1: 9 Jan - 15 Mar (10 weeks)
  • Term 2: 2 April - 14 Jun (11 weeks)
  • Term 3: 9 July - 20 Sep (11 weeks)
  • Term 4: 1 Oct - 4 Dec (10 weeks)

2019 Namibia School terms:

  • Term 1: 8 Jan - 12 Apr (14 weeks)
  • Term 2: 13 May - 9 Aug (13 weeks)
  • Term 3: 2 Sept - 29 Nov (13 weeks)

2019 New Zealand School terms:

  • Term 1: 29 Jan - 12 Apr (11 weeks)
  • Term 2: 29 Apr - 5 Jul (10 weeks)
  • Term 3: 22 Jul - 27 Sep (10 weeks)
  • Term 4: 14 Oct - 20 Dec (10 weeks)

Holiday clubs are offered during school holidays.

 

PRESENTING CLASSES AT OTHER VENUES

+ How do people book if I present classes at other venues, such as a school?

All the bookings go through our online booking system.

Send us the following information to info@canvas.club then we will add your other locations to your studio page:

  • Name and address of venue
  • Photos or a video of the venue
  • Class schedule

ENQUIRIES

+ What are the rules in terms of once-off and term bookings?

We allow clients to book 1 x once off class as a trial, thereafter they need to sign up for the term.

Allowing your clients to sign up for once off bookings on an ongoing basis causes chaos as they may end up booking on the day of your class every week which leaves you with little time to prepare for that student. Therefore we encourage you to enforce this rule with your clients.

+ I’ve received an enquiry about my classes, now what?

In order for you to build strong relationships with your clients, we leave the communication to you. If an enquiry is sent to info@canvas.club, we will simply forward it on to you so that you can respond directly to the client.

The easiest way to get all the information accross about the services that you offer is to direct your customers to your branch page on the website, i.e. www.canvas.club/[yourbranchname].

  • Guide your clients to book online, explain to them that they can select a once-off class or sign up for the term. Make sure you are familiar with the Playbook section on specials and discounts so that you can explain the benefits to them: www.canvas.club/playbook#specials PLEASE DO NOT SHARE THIS LINK WITH THEM!

  • Remember to let your clients know that you also host birthday parties and adult events. Direct them to the party page (www.canvas.club/kids-parties/) and for events, to the bespoke events page (www.canvas.club/bespoke-events/).

Example email:

Hi [name],

Thanks for your interest in Canvas Club.

Canvas Club [your branch name] offers weekly arts & crafts classes at [address] for 18 months to 10 year olds at R100/ $12 per class, which includes all the materials.

You can view my class schedules by following this link: www.canvas.club/[yourbranchname]. Booking is essential - kindly book online by clicking on the 'Book Now' button on the page.

Please note I also offer arty birthday parties, you can read more about our party packages here: www.canvas.club/kids-parties/

Please let me know if you have any other questions. I hope to see your little one in class soon. :)

Kind Regards,

[Your name]

+ I’ve received an enquiry about a birthday party, now what?

Again, in order for you to build strong relationships with your clients, we leave the communication to you. If an enquiry is sent to info@canvas.club, we will simply forward it on to you so that you can respond directly to the client.

First of all you need to make sure you are comfortable to explain the information on the party page on the website to potential clients: www.canvas.club/kids-parties/. Learn the names and costs of the packages and make sure you know what is included in each so that you can sell it when you are talking to a potential client.

Enquiry via the Canvas Club website:

  1. When a client enquires via the party page, the form captures the following information:
    • Name and age of child
    • Date and time of party
    • Venue of party
    • Package
    • Theme
    • Expected headcount
  2. We will forward that email to you as it is sent to info@canvas.club.
  3. Branch owner to email client to confirm availability and to finalise the booking (refer email template below).
  4. Once the booking is finalised, you can work out the details of the day with the client.
    • Create a digital invitation for your client.
    • Ask the client to confirm final headcount a week prior to party.
    • Depending on venue - ask if you should bring table covers.
    • Ensure the client knows that we require adult assistance for children below age 5.
    • For a party of more than 15 kids we suggest you get an assistant.
    • Arrive 15 - 20 min before the party starts to set up.
Example email:

Hi [name],

Thanks for your interest in Canvas Club.

We are here to help you give your child and his/ her friends a fun and creative experience that they will remember forever!

In order to confirm your booking, we would require a 50% deposit payment. Please note the balance of the payments needs to be made a week before the party date.

Please complete your booking by following this link to our booking and payment system:

https://events.canvas.club/#/

Kind Regards,

[Your name]

Invoices

If the clients request an invoice, please send an email to info@canvas.club with all the information on a party/ event to request an invoice.

+ I’ve received an enquiry about an event, now what?

Again, in order for you to build strong relationships with your clients, we leave the communication to you. If an enquiry is sent to info@canvas.club, we will simply forward it on to you so that you can respond directly to the client.

First of all you need to make sure you are comfortable to explain the information on the events page on the website to potential clients: www.canvas.club/bespoke-events/. Make sure you know the details such as the cost and projects options.

Enquiry via the Canvas Club website:

  1. When a client enquires via the bespoke events page, the form captures the following information:
    • Name of client
    • Event type
    • Date and time of party
    • Venue of party
    • Expected headcount
  2. We will forward that email to you as it is sent to info@canvas.club.
  3. Branch owner to email client to finalise booking (refer email template below).
  4. Once the booking is finalised, you can work out the details of the day with the client.
    • Depending on venue - ask if you should bring table covers.
    • Arrive 15 - 20 min before the party starts to set up.

Example email:

Hi [name],

Thanks for your interest in Canvas Club.

We are delighted to host your event. Getting crafty with your friends/ fellow colleagues is a great way to let your hair down, bond and learn a new skill together.

In order to confirm your booking, we would require a 50% deposit payment. Please note the balance of the payments needs to be made a week before the party date.

Please complete your booking by following this link to our booking and payment system:

https://events.canvas.club/#/

Kind Regards,

[Your name]

Invoices

If the clients request an invoice, please send an email to info@canvas.club with all the information on a party/ event to request an invoice.

BOOKINGS

+ How do clients book?

Weekly Classes & Holiday Club Bookings

All bookings for classes need to go through the Canvas Club booking system which can be accessed via every branch page.

Select the 'Book Now' button on your branch page to access the booking system. The system is very user-friendly and self explanatory, try it out yourself to be able to assist your clients if needed.

Party & Event Bookings

All party bookings need to be processed through our booking and payments system, here is the link that you can share with your clients once the date and time of the party has been confirmed:

[https://events.canvas.club/#/][5]

The system allows clients can select one of two options to confirm their booking:

  • 50% deposit payment or
  • upfront full payment

Please note that if they select the deposit payment, the balance of the payments needs to be made a week before the party date.

Please read the section in the Playbook on I’ve received an enquiry about a birthday party, now what? to familiarize yourself with the process.

Invoices

Please send an email to info@canvas.club with all the information on a party/ event to request an invoice.

+ What payment options do we offer our clients?

There are two Canvas Club booking systems:

Both of the systems offer the following payment options:

South Africa

  • Payment via Credit Card, Cheque Card or Debit Card
  • Payment via Snapscan
  • Payment via EFT
  • Payment via Zapper (coming soon)

Namibia

  • Payment via Credit Card, Cheque Card or Debit Card
  • Payment via EFT

New Zealand

  • Payment via Credit Card, Cheque Card or Debit Card

+ Until how long before a class starts can a client book?

The class will only be available for booking on the booking and payment system until 1 hours before the class starts.

Please keep an eye on your class schedule/ confirmation emails to make sure you are aware of your final numbers before your class.

OTHER CLASSES, such as BABIES AND ADULTS

+ Why don't we offer baby & adult classes?

We are in the process of creating content for these two categories and you as branch owner will be the first to know when we plan to launch it accross all the branches.

  • Babies accomponied by a mom, dad, nanny (class for 2 months - 3 year olds)
  • Adult canvas painting classes (accompanied by a cup of coffee or a glass of wine)

In the meantime, you can offer adults the option of booking a bespoke event which is treated as social get-togethers and perfect for a group to come toghether and be creative.

If you get an enquiry about adult classes, please refer your clients to the events page: www.canvas.club/bespoke-events

For a casual gettogether you can recommend the GIRLS/ FRIENDS/ COUPLES NIGHT:

"Have you always wanted to host a girls (or friends or couples) crafting session and make something creative? We’ll put together an art-filled event for you and your friends."

Digital Invitations

+ How do I create a digital invitation for my client?

Offering a digital invitation to our clients forms part of our parties and events offering.

Follow these steps to create digital invitations:

  • Create an account using your Canvas Club email address
 

CREATIVE

+ May I create my own flyers, posters, business cards?

Consistency in brand messaging is very important to us. We aim to portray the Canvas Club brand consistently at every customer touch point.

Therefore, we encourage you to make use of the editable flyers provided. If you have ideas, please share them with us, then we can work together to develop a new option that all the branch owners can use.

My ClASS schedule

+ I have an emergency, how do I cancel a class?

You may cancel or postpone a class under the condition that you communicate this to all your students. Make sure you let your customers know and reschedule the class for a later date.

+ May I offer a make-up class for a child who missed a class?

Yes, you may. Be sure to explain to your students’ parents that make-up classes are always subject to availability in your other classes.

+ WHAT IF I WANT TO GO ON HOLIDAY?

Everyone needs a break! All you need to do is let the head office know so that they can schedule your classes around those dates.

+ May I get an assistant teacher to help me?

Yes you may, however your assistant teacher will have to sign a non-closure agreement before he/ she can host any of your classes, parties or events. Please send us a mail at info@canvas.club to arrange this and obtain the relevant process and documentation.

SPECIALS

+ WHAT SPECIAL DISCOUNTS DO WE OFFER?

We currently offer the following discounts which are all automatically applied during the booking process:

Term classes:

  • Family Discount - 10% off for 2 or more siblings enrolled for any term
  • Earlybird Discount - 10% off fees paid before the first day of term

Parties & Events:

  • For groups larger than 15 people we offer a 10% discount.

+ MAY I OFFER A SPECIAL AT MY BRANCH?

Yes you may, offering specials is a great way to get feet in the door, especially when you are just starting out.

Please reach out to Annie at annie@canvas.club for tips on specials that you can run.

CONSENT

Parents agree to our terms and conditions when they book a class via our booking system, however it is advised to get their consent on a printed consent form as well which can be found on the portal.

Our terms and conditions can be found on the footer of the Canvas Club website as well as on the booking system. Here is a link for easy access: www.canvas.club/tcs/

If you would like to keep a copy of the consent forms, you can simply take a photo of the document and upload it to your Google Drive for safe keeping.

THE PROJECTS

+ MAY I DO MY OWN PROJECTS OR CHANGE A PROJECT?

Every project we do has been tried and tested and the steps are recorded in a specific order to ensure every class is a success. Therefore, we encourage branch owners to stick to the projects and follow the steps, but you are welcome to through in something small such as adding stickers or tying a ribbon.

+ I HAVE A COOL PROJECT IDEA, MAY I PITCH IT TO CANVAS CLUB?

Absolutely, we encourage our branch owners to be creative and to get involved! Please pop your idea in a mail and send it to us at info@canvas.club. Remember that all Canvas Club projects are unique, therefore you may use Pinterest as inspiration but not as a guide.

CLASS ROOM TIPS

+ What do I do with an early finisher?

'I'm done!' are the most dreaded words for any art teacher. Due to the sport and academic pressure and competition that children (unfortunately) face everyday, you will find some children in a rush to 'win' the project and finish first.

Remind your students, on a regular basis, that Canvas Club classes are not a competition but rather that slot in the week where they can come and relax, work at their own pace and just have fun! You will see that they calm down as time goes on and sometimes you even struggle to get them out of the classroom as they beg you to just enjoy for a little longer.

Here are a couple of ideas for early finishers:

  • Before you introduce an early finisher activity, the first thing you can do is encourage the child to add more detail to his/ her project, i.e. to fill all the white gaps on their project with paint/ koki's/ crayons/ stickers.
  • Set up an Early Finisher Station. This can be a drawer or basket with old scraps of paper, fabric, wool etc. Early finishers can go and help themselves to 3 items in the station to create something of their own.
  • Have a ream of A4 white paper handy and hand a page to an early finisher to draw on once they are done with their projects. They can use the other materials that are already on the table to decorate the paper.

+ What can I do to get the children to quieten down?

  • Rub your hands together

This is a simple and effective way to get the class to calm down and listen. Simply rub your hands together and get the class to join in and rub their hands together too. The class will be quiet in seconds.

  • Sing a song

For the younger students you can sing and use finger plays like Itsy Bitsy Spider. If children are singing they can’t be talking. The trick is not to sing it more than once.

  • Get the kids moving

Call-and-responses that include some kind of physical movement are especially effective. Play a Simon Says-like game: “If you can hear me, put your hands on your head, "put your hands on your hips", "stick out your tongue” and so on with different directions to get kids moving.

  • Fill the room with quiet sprinkles

Place glitter in a small container, add sparkly stickers and label it “Quiet Sprinkles.” Tell the class, “When I sprinkle these imaginary sprinkles on your head, you will become quiet and freeze, just like magic! Watch how it works!” Pretend to sprinkle some on a child’s head. Make a big show of gliding around the room and sweeping the sprinkles over your students. If you use this technique more than once or twice a month, it will lose its effectiveness, but it’s a lot of fun!

FIRST AID & EMERGENCIES

+ What is the procedure in the case of a medical emergency?

Allergic reactions, complications with ongoing health conditions, or unexpected illnesses can affect any student at any time, and can be scary to deal with.

The first point of call is to phone the parent of the child. You are provided with the contact information of all your students' parents on the Booking Portal.

You need to think of a contingency plan in the case where you can not get hold of the parent and need to rush a child to the emergency room.

+ Should I have a first aid kit?

It's important to have a well-stocked first aid kit in your studio so you can deal with minor accidents and injuries. It may also be useful to keep a basic first aid manual or instruction booklet with your first aid kit.

Your first aid kit should be locked and kept in a cool, dry place out of the reach of children.

branch Options

+ May I open another branch?

It often happens that you as branch owner start getting requests from clients in neighbouring suburbs that would like a closer option for weekly classes.

Please send a mail to info@canvas.club if you are serious about exploring the opportunity of opening another branch.

Before you send the mail, think through the following questions:

  • Have I reached success yet in my existing territory?
  • Is there more I can do in my existing territory before I expand?
  • Do I have capacity to give a new territory my full attention in terms of marketing and hosting classes, parties and events?

+ Is there a finder's fee for bringing someone I know to open a branch?

Absolutely! For every applicant that you bring to the party that successfully opens a branch, you will receive R1000 commission. Sharing is caring!

Tax

+ How do branch owners pay tax?

According to SARS individuals who earn income other than a salary or an allowance, must register as a provisional taxpayer. You must then pay tax in advance in at least two amounts during the year of assessment, based on estimated taxable income.

Find out more about provisional tax or contact SARS for more information.