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A Retail Legend Shares Customer Service Secrets

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This story appears in the September 2016 issue of Entrepreneur. Subscribe »

In the 1980s, Roxanne Thurman and her partner were selling vintage Western wear at collectibles shows around the Rocky Mountain region. Then a chance to open a pop-up shop in downtown turned into the store Cry Baby Ranch (named in honor of a memorable experience with one of her kids). In the 27 years since, she has dropped her business partner, weathered recessions, floods and the explosion of -- and built a that’s become an iconic part of its city and celebrated around the world. Now, at age 66, Thurman still manages the store every day and is thinking about what (if anything!) comes next. 

Photographs by Jiliana Sohn
Roxanne Thurman, owner of Denver's Cry Baby ranch

Related: Delivering World-Class Service on a Startup Budget

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