Far from an unremarkable beginning, he recalls it as a formative lesson in responsibility, offering him the chance to learn from his elders before taking over the business. “Only by doing the work myself could I learn to identify mistakes and develop the confidence to take responsibility,” says Nalli Kuppusami.
Began With An Ice Cream
Nalli Kuppusami’s association with the business began at the age of six. After school, he would rush to the shop to be with his father. It came with some perks, “If the sales crossed Rs 100 that day, I would get an ice cream,” recalls Nalli Kuppusami. However, that attraction outlasted the ice cream. Nalli Kuppusami learnt the nuances of trade, the art of conversation and the importance of customer relationships from his father.
Preferring The Shop Floor
Even today, Nalli Kuppusami is more at home on the shop floor than in the corporate office. Customers greet him with smiles and folded hands as they enter the showroom. Some introduce themselves as the children of customers who have shopped there for decades. For him, these encounters are as telling as any sales report. “Sales cannot be understood from figures alone. If a customer walks out without buying, there could be a reason and someone must be present to find out what it is.” Years ago, a customer from Thanjavur wrote to him about a minor defect in a saree worth Rs 3600. Nalli Kuppusami immediately arranged a full refund through his friend Raya Govindrajan. Touched by the gesture, the customer decided to keep the saree despite the defect. This small incident speaks volumes about the values underpinning Nalli. “For Nalli, a sale may end at the shop, but my responsibility to the customer does not,” highlights Nalli Kuppusami.
Listening To Next Generation
For a business built on tradition, staying relevant often means being willing to unlearn. Nalli Kuppusami recognises that business today demands a different approach. His son, who has taken charge of operations and expansion, uses technology to monitor stores and follow up with customers who leave without making a purchase. Watching his son recruit managers, strengthen systems and open new showrooms taught him that experience need not always have the final word. “I’m happy to learn from my children and grandchildren rather than insisting that age and experience will automatically settle every question that revolves around business and trade,” shares Nalli Kuppusami.
His willingness to listen has also helped him recognise opportunities beyond the physical showroom. He recalls how his granddaughter, who took charge of the online business, insisted that digital operations deserved as much attention as the stores. The results were striking: online turnover, which stood at around Rs 15 lakh, grew to Rs 60 crore during the pandemic. For Nalli Kuppusami, it was proof that the younger generation could quickly grasp a business opportunity and build on it.
Connoisseur Of The Arts
For Nalli Kuppusami, remaining open to life while staying rooted is what matters. He finds that grounding in three places. “I forget my world while at my shop, reading and when I listen to Carnatic music,” he quips. His love for Carnatic music dates back to 1954, when he would stand outside his silk shop opposite Panagal Park, listening to performances from the neighbouring Krishna Gana Sabha in Chennai. What began as a personal passion grew into a decades-long association with the institution, which he has supported financially for over 50 years. The sabha’s auditorium was later renamed Dr Nalli Gana Vihar in recognition of his contribution to the performing arts.
Outlook On Life
The same sense of purpose that connects Nalli Kuppusami to music also reflects his approach to life. Drawing on the philosophy of Karma Yoga, he believes in performing one’s duty without making wealth the ultimate goal. This outlook is reflected in how he handles business setbacks. Rather than dwelling on a decline in sales or a small loss, he looks for the underlying cause and focuses on correcting it. For him, the numbers matter, but understanding what lies behind them matters more.
Founded in 1928, Nalli has evolved across generations, with his children and grandchildren taking the business into new markets and dimensions. Nalli Kuppusami, meanwhile, remains closely connected to the showroom that shaped his life. From a six-year-old drawn by the promise of an ice cream to the custodian of a cherished institution, his journey has come full circle. Business has grown, methods have changed and a new generation is charting its future. Yet, for Nalli Kuppusami, the shop floor remains where duty, tradition and trust come together and most importantly that is where he feels most at home.
Nalli Kuppusami’s voracious reading led him to become a writer. His first book, Vettriyin Varalaru, was published by Arunodhayam Publishers in 1983. What began as an attempt to document the lessons behind his success grew into a prolific writing career spanning business, management, administration and spirituality.
He also wrote a second book on customer care, “Uravu Kaakkum Vanigam” which has been recognised and appreciated in literary and academic circles, winning a Tamil Nadu Government’s award in the business category of books.
Story Behind The MS Blue
One of the greatest names in Carnatic music, MS Subbulakshmi walked into the Nalli store with a particular shade of blue thread and wanted a saree in that colour. Since that particluar shade was not commercially available at that time, Nalli experimented with dyes in their workshops and got her wish fulfilled by weaving an exquisite Kanchipuram Silk saree in a unique shade of blue she asked for. From then, that shade came to be known as MS Blue.