When People Walk Away: Lessons in Building the Right Team

By the time I opened the doors of ZACC MYTOWN, I thought I was ready for everything — financial strain, operational chaos, even emotional exhaustion.

But what I never truly prepared for… was people.

The Hardest Part of Leadership

Let me be completely honest with you — managing people is by far the toughest, most challenging task I’ve ever faced.

Tougher than managing patients.

Tougher than caring for the elderly.

Tougher than running the business itself.

I was stunned by how things unfolded — one after another, staff would leave, some without notice, as if nobody cared.

I poured my heart and soul into building this place. I gave them trust, space, and opportunities. Yet they still walked away.

Yes, I admit, ZACC MYTOWN was a small company then. Full of weaknesses, full of learning curves.

But that doesn’t mean we didn’t have a mission — or a vision.

It broke my heart to see how some young people treated responsibility — so casually, as though commitment was optional.

And truthfully? Managing staff is only the second toughest challenge I’ve ever faced — because the toughest of all is managing patients’ families!

(But that story… I’ll save for next time!)

“Do They Really Want a Job?”

That’s the question I often asked myself.

Because if you truly need a job — you’ll show up with dedication, respect, and sincerity.

Instead, many came with what I call the “untouchable mindset” —

Can’t be told.

Can’t be corrected.

Can’t be guided.

Bleerghh!

When I interviewed them, I always asked,

“What’s your big why?”

And they’d say things like,

“I want to be successful.”

“I want to help my parents.”

“I want to build a better life.”

But once they’re onboard… their actions didn’t match their words.

The Betrayal That Burned

I remember one story so vividly.

A staff I trusted — someone I personally trained — betrayed me by pinching my own patient and their family, offering them home-visit care privately at a lower price!

Can you imagine how that felt? To be betrayed in your own house, by someone you nurtured and mentored?

And then came another shocking incident — a staff met their so-called “soulmate” at work. They worked the same shift, and one night, they were caught sleeping together in front of a dementia patient!

The twist? That dementia patient happened to have a smartphone — she recorded everything and sent it to her children!

The next morning, it came back to me.

I was speechless. Astagfirullah.

And of course, there were others — those who acted like heroes and heroines, playing the victim. They’d report us to the authorities — JTK, PERKESO, even the government agencies — for delays in contributions, even though they were the ones who abandoned their duties without notice!

So many stories, I could write a book about them.

The Night I Learned True Leadership

Through all this chaos, I had one defining night — the night I learned what leadership really means.

A nurse I had hired left in the middle of the night.

That same night, a fragile patient arrived in critical condition.

I was left alone to manage.

Tired. Hurt. But determined.

Because when people walk away, you can’t walk away too.

From Chaos Comes Clarity

Every experience — no matter how painful — became a lesson.

I stopped hiring for skill alone.

I started hiring for heart.

I realized something I still hold on to today:

“You can train someone to provide care, but you can’t train them to care.”

And that’s how MYCARETUA ACADEMY was born —

to train not just caregivers, but compassionate caregivers.

The Team That Stayed

Over time, those who stayed became my foundation.

They weren’t perfect, but they were sincere.

Together, we built routines, trust, and eventually — excellence.

Today, when I see my staff serving our residents like family,

I know all those heartbreaks led me to the right people.

The Takeaway

If you’re leading a team, especially in a care-based business, remember this:

People will come and go — but those who share your why will stay and grow.

Leadership is not about avoiding pain.

It’s about transforming pain into purpose.

And for me, every resignation, every betrayal, every long night…

was part of building something stronger — a culture of compassion, accountability, and heart.

Sincerely, 

Wan Salbiah Mior Yahya