Module 7: Customer Experience, Wine, Take-Home & Close

Learning objectives. (a) Handle wine service formally by ops, (b) pack a take-home box correctly, (c) deliver the close in a way that drives next-class bookings.

The customer experience

Step into a guest’s shoes. They booked weeks ago, drove to the Fleurieu, walked in to a friendly check-in with a name tag, stood at a beautifully set long table with their cookbook waiting. They worked with their hands, tasted their flavour mix before adding meat, watched the cooking demo up close, ate hot crispy gyoza, took home a box of their own folded dumplings and a cookbook, and posted on Instagram before they got back to the car. That is the experience.

Wine service – at the end only

Ops owns wine service from the venue fridge (no ice bucket needed). There is ONE pour moment, and it comes right at the end:

  1. ~12:50 – The eating-moment pour. Once the dumplings are cooked and every guest has their sample in front of them, ops pours, once, for the whole room together, so guests drink it with their cooked dumplings.

Glasses stay empty until then. Filtered water is available throughout. No self-serve. No leaving bottles on tables.

Eating moment

12:50-1:00. Guests stand at the bench with 2 cooked dumplings + ramekin of sauce, and this is when the wine is poured. P1 + P2 work the room. Hero photos: overhead plate, candid laughter, tight crop of dipping, group photo with flag at 12:58.

Packing take-home boxes

Before the demo get your participants to pack their folded dumplings into the box.Guests’ folded dumplings into labelled boxes with greaseproof between rows. Label every box with:

  • Guest’s first name (from name tag at check-in)
  • Cooking line: Refrigerate within 2 hours. Cook within 24 hours, or freeze immediately. See cookbook.

Hand box + COOKBOOK together. The cookbook covers cooking-at-home so no separate card needed.

The close (~12:58 – 1:00)

P1 leads. About 90 seconds of speech, group photo, send off.

  1. Thank-you. Thank you all for being such an easy room today.
  2. Recap. You folded these yourselves. The cookbook has every recipe plus a few more.
  3. Soft next-class teaser. If you loved this, our PASTA class is the closest cousin. Next one is 2026. Gift vouchers on the bench.
  4. Group photo with the FFW flag.
  5. Safe drive home. Tag us on socials.
The close is not a sales pitch. It is a thank-you with a soft door open. Guests buy the next class because they feel warm leaving.

After everyone leaves

  • make sure you switch off the electric fry pan, allow to cool, wipe.
  • Discard leftover raw beef immediately.
  • Complete a full wash up and repack of equipment.
  • Pack camera and tripod.
  • Final bathroom and front-of-house check. Lock up.
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