Created by Dan Klein for Monti's La Casa Vieja as a customer service training aid. www.montis.com

2. THE RECIPE FOR CUSTOMER
SERVICE:
• The Top Bun (you are the first impression): This is the most
crucial part of the guests experience here at Monti’s. The goal of the
host staff at Monti’s is to properly greet each and every guest as if
they are our only one and to greet them with a “Welcome!” and a
smile. This is where the dining experience can be made or ruined.
• The Onion (to grab their attention): This is the part of
our “customer service casa burger” that focuses on the extensive
training that each and every employee must go through to ensure
readiness and proper customer service to each guest. From Hosts to
Servers, there are guidelines that are to be followed in this training
and only the best of our staff (the Monti’s Trainers) will work with
you to provide you with all the tools necessary to do your job. You
will be required to pass a test in your specialized field before being
sent onto the “floor” alone.
• Cheese Slice (a cut above): The cheese slice is
used to cover the “table checks” that each floor manager does on a
nightly basis at Monti’s. Each manager is required to do a minimum
of 20 table checks per hour. We sometimes have 2-3 managers on at a
given time. That is 40-60 table checks per night! Not to mention that
each and every banquet and party of 7 guests or more is a mandatory
check. What happens during these “table checks?” Managers go to
tables and ask how everything is. They ask the customers about the
certain entrees that they have chosen. As well as wines, desserts,
service, etc. They will also ask if there is anything that can be done
for them at that moment. They then move on to the next table so as to
let those customers enjoy the rest of their evening. With all of these

3. table checks going on there is a darn good chance a manager will be
personally stopping by your tables!
• HAMburger Patty (the meat of our operation):
This is to represent the excellent quality of the food for the affordable
price that we have come to be known for. Where else can you go on a
Monday night and enjoy our famous focaccia “Roman Bread,” a
dinner salad or cup of soup, a 7 oz. filet mignon inclusive with
vegetables and your choice of another side for $11.59?!?!
• The Tomato (these are good for you!): Included
within this condiment are the customer perks and service incentives
offered at Monti’s. Our customers are able to call up and reserve a
table of up to 22 people without having to worry about additional
service costs. If they don’t have that many people their party on a
given night, they may call up and reserve a table in any one of our 7
dining rooms. Maybe they would like to sit in our Fountain Room?
Perhaps in the famous Hayden Room? It’s up to the customer. Is
there a birthday in their party? Watch out for a group of our
employees coming to wish them a Happy Birthday! Hopefully they
saved room for our Birthday Sundae!
• The Lettuce (fresh, crisp and ready for action):
This layer of our “customer service casa burger” includes all of our
unique history at Monti’s. Built in 1871, this building was the first in
Tempe. Maybe you don’t know that the first senator of Arizona, Carl
Hayden, was actually born in one of our dining rooms. This old house
turned restaurant used to be home to the most famous family in
Arizona’s history, the Hayden’s, and we even have one working for us
today! Tours are available upon request at no cost to anyone who
wants one (if you have about 30-45 minutes to spare). These tours
will cover about 24,000 square feet of the oldest continuously
occupied building in the Valley of the Sun. Anyone will be happy to

4. provide this service but if you want the tour of all tours, call and book
one with Michael Monti. This house has been in his family’s name
for over 50 years and Michael’s experience provides an exciting and
knowledgeable experience.
• The Bottom Bun (to hold it all together): This is the “Thank
you for coming, please come again” portion of our burger. We want
to greet each customer as they leave in the same manner as when they
first arrived to let them know that we appreciate their business and
knowing that if we have done our job as a team we will see them
again. We hear from customers everyday that have been coming here
for 50 years and that is why were are persistent in providing optimum
customer service. This important part of the customer service
machine falls mainly on our host staff to say the very important
goodbyes. It is also the place where the comment cards get filled out
and we get most of our customer feedback. We read each and every
one of the comment cards and respond if necessary.