A few years ago, I remember walking past a small tea shop in Madurai, the kind where the aroma of strong chai and fried snacks hits you before you even see the signboard. The owner, a cheerful man in his fifties, was telling a group of regulars about how he struggled to get new customers every week. Yet, despite his modest setup, he somehow kept everyone coming back — not just for the tea, but for the small personal touches: remembering names, asking about families, making ev
