This is a subscriber-only article. Join Entrepreneur+ today for access

Learn More

Already have an account?

Sign in
Entrepreneur Plus - Short White
For Subscribers

A Retail Legend Shares Customer Service Secrets What do you learn after 27 years of running a famous store? Ask Roxanne Thurman, owner of Denver's Cry Baby Ranch.

By Grant Davis

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

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

In the 1980s, Roxanne Thurman and her business 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 Denver turned into the retail 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 e-commerce -- and built a brand 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.

Related: Delivering World-Class Service on a Startup Budget

Thurman on how to bootstrap everything:

Editor's Pick

Related Topics

Travel

How To Spend One Perfect Day in Santa Barbara

From beaches to bites: A 24-hour guide to sun-kissed shores of The American Rivera.

Leadership

How to Win Over the Room With Effective Persuasion Skills

The art of persuasion is not just about the notes, the data, and the pitch; it's about creating a connection that resonates with the audience. We explore how a blend of story, active listening, and genuine interaction can not only capture attention but also win hearts and minds, setting the stage for achieving success in any meeting.

Living

Don't Miss This Sam's Club Membership Deal for Just $20

Your last chance for a great deal on a membership that helps you save money all year long.

Business Ideas

55 Small Business Ideas to Start in 2023

We put together a list of the best, most profitable small business ideas for entrepreneurs to pursue in 2023.

Devices

This $126 Apple- and Android-Compatible Display Can Help You Drive Safer

Adding this display will elevate your older model car for an affordable price.