Once again, my husband and I are behind the times. We never watched The Sopranos until he bought the first season recently. I have to admit, it wasn't what I expected. I expected another version of The Godfather. What I saw was a great example of how to make a bad guy likable.
I found myself feeling sorry for the main character, Tony. He has an aging mother who can't take care of herself and yet refuses to move into a retirement community. His wife is never happy. His daughter and wife are always fighting. Plus, his son gets into trouble at school. We might not be able to relate to a mobster, but we can relate to Tony and his multitude of family problems. The fact they are all happening at once, makes us feel sorry for him.
This approach can used with your hero, heroine, or even your villain if you are trying to make him or her multidimensional. Villains are the hero of their own story.