He’s not one of those tech leaders on a stage talking about disruption. You’ll find him quietly solving problems, managing teams, and checking in on coworkers who might be having a rough day. He works in customer experience and operations, but his real job is about people.
“Whether it’s customers or teammates, I try to show up. That’s it. Show up and listen,” Shawn says.
Born in Flat Rock, Michigan, Shawn earned his Firefighter 1 & 2 Certifications at Kalamazoo Valley Community College. That experience still shapes how he thinks. “Firefighting teaches you to stay calm when things go sideways,” he says. “That helps a lot in business too.”
Shawn’s days are packed, but not chaotic. He’s got a routine.
“I wake up early, go for a walk or get in a quick workout,” he says. “Then I hit my email and map out my day. I don’t like multitasking. I try to block time and focus.”
Shawn writes things down the old-school way. With a notebook or post-it notes.
“Writing it makes it real,” he says. “I’ve tried apps and tools. Still come back to pen and paper.”
That said, he’s not anti-tech. Shawn uses Trello for task tracking. “It’s clean, simple, and I can see everything at once,” he says. “It works for how my brain’s wired.”
He doesn’t consider himself a “big idea” guy. But when he has one, he doesn’t wait around.
“I test things fast,” he explains. “Pilot it, get feedback, adjust. Overthinking kills momentum.”
One of the things Shawn talks about often is loyalty.
“I’d rather hire someone loyal over someone talented,” he says. “Skills can be taught. Loyalty can’t.”
That belief comes from experience. He once lost a strong employee because he didn’t take time to listen. “It hit me hard,” he admits. “I thought I was being a good leader, but I wasn’t present. That changed how I lead now.”
He keeps his leadership simple. Be honest. Be available. Be consistent.
“I just check in with people. A 30-second ‘how are you doing?’ goes a long way,” he says.
When stress builds up, Shawn doesn’t double down. He steps away.
“I go outside. Walk my dogs. Hit a golf course. Breathe a little,” he says. “You can’t focus when you’re drowning.”
Golf is more than a hobby. It’s how he resets. He recently bought a new putter—something he says was the best $200 he’s spent in a long time.
“It got me excited to play again. That energy spilled into my work too,” he says.
Shawn’s favorite book is The Secret by Rhonda Byrne. “It taught me the power of positive thinking and the law of attraction. Focus on what you want, and the universe will align to bring it to you.”
Shawn doesn’t talk much about career goals. He focuses more on doing the work. Helping the team. Keeping things grounded.
In a world where “hustle culture” dominates, Shawn’s pace is different. It’s deliberate. Thoughtful. Quiet.
He’s not trying to go viral. He’s trying to be useful.
“Every day, I just try to do one thing right,” he says. “Stack those up, and you’ve got a good career.”
Shawn’s story isn’t about wild success or flashy wins. It’s about building trust, one task at a time. It’s about showing up, staying kind, and leading by example—even when nobody’s watching.
And in a world that moves too fast, that’s something worth noticing.
“Take care of people. They’ll take care of everything else.” – Shawn Pugh
