Unveiling the Truth Behind Fast-Casual Restaurant Success

Starting a restaurant chain is not easy. It takes a lot of hard work and planning. Hady Kfoury learned this the hard way.

The Beginning

• Fine Dining Roots: Kfoury began his journey in fine dining, working under famous chefs.
• First Naya: In 2008, he opened the first Naya, a Lebanese-inspired eatery.
• Initial Success: A feature in the New York Times brought in crowds, keeping the doors open.

The Pivot

Over time, Kfoury noticed something important:

• Fast-Casual Fit: Traditional Lebanese meals often involve shared plates, fitting well with a quicker, more accessible format.
• Growth: Today, Naya has 44 locations. The Middle Eastern and Mediterranean food trend has grown significantly.

The Challenges

Running a fast-casual restaurant is not simple:

• Mastering Systems: Serving more people quickly doesn't mean less effort. It means mastering systems and consistency.
• Keeping Food Fresh: Planning and rotating food is crucial.

Expansion and Growth

Expanding a business is not a guarantee of success:

• Strong Fundamentals: Growth works only when the basics are strong. Training, supply chain, and quality control must be solid.
• Focus on Profitability: From 2008 to 2020, Kfoury grew Naya to seven locations, focusing on being profitable and building a great team.
• Partnership: In 2020, he partnered with a private-equity firm, keeping the focus on strong fundamentals.

Quality Over Cost

Cutting costs doesn't always mean more profit:

• Customer Trust: Cheapening things often hurts customer trust.
• Quality and Authenticity: Brands that last deliver quality and authenticity. Naya aims to be affordable but never compromises on quality.
• Top Suppliers: They partner with top suppliers, prioritizing fresh deliveries.

The People Factor

Food is important, but it's not everything:

• Great Team: A good team and great service keep customers coming back.
• Low Turnover: Kfoury takes care of his team. Most general managers start within the company. Staff turnover is low.
• People Component: Great food is key, but the people component is just as important.