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HVAC ContractingNewsBusiness ManagementGuest Column

Guest Column

What HVAC Owners Get Wrong About Employee Feedback

Feedback isn’t about giving up authority; it’s about leading better

By Julian Scadden
A2L service
Courtesy of Fujitsu

ALWAYS LISTENING: Employee feedback is a powerful tool for building trust, improving engagement, and making better decisions

February 1, 2026

Early in my career, I worked in places where no one asked us for feedback. At the time, I didn’t think much about it. But as my career progressed and I moved into leadership, I realized how critical employee feedback is to a company’s overall operation. 

Listening to employees is crucial. A company can say it values input, but if its department leaders don’t ask employees for feedback and then take action on that input, those same employees may believe the organization isn’t interested in hearing from them.   

Now, some leaders purposefully avoid asking for feedback. I get it; it can feel like a distraction or a waste of time. Some leaders believe they have everything figured out and want to deliver their plans without input.  

I’ll admit, I’ve had that mindset myself. There’s a temptation to roll out a big surprise that everyone will love. I’ve done that in the past, and while people were often pleased with the ideas, some gaps could have been avoided if I had shared my ideas and gathered feedback first. 

So, what’s the difference between a leader who asks for feedback and one who doesn’t?  

Well, part of it comes down to culture — either the organization’s culture or the leader’s own approach. Do they make time for feedback or not? The difference shows up in engagement and trust. At Nexstar, our own employee engagement surveys confirm this. Leaders who seek feedback tend to see higher engagement and stronger trust. Those who don’t often face slower adoption and implementation of new ideas. 

Asking for employee feedback helps your business because it provides multiple perspectives. You might think you know what needs fixing, but without feedback, you could focus on something minor while missing a bigger concern. Real-time input from the people facing challenges is invaluable. 

Looking for quick answers on air conditioning, heating and refrigeration topics? Try Ask ACHR NEWS, our new smart AI search tool. Ask ACHR NEWS →

I know from years of asking for and receiving feedback from employees that the process can feel vulnerable. But once you do it, there are a few steps you can take to make things go more smoothly for yourself and your leadership team.  

 

Step 1: Pause and Reflect  

From personal experience, I can tell you that some comments can sting. You might read a line, see your name, and think, “Wow, they’re really coming at me.” Resist the urge to react immediately. Sit with the results for a couple of days. 

 

Step 2: Seek Perspective from Your Peers 

It’s fascinating to see how two leaders can interpret the same comment differently based on their context. Then, develop a listening strategy across the organization. Create channels for employees to provide more context — whether through one-on-one conversations or group sessions — and keep the feedback flowing. 

 

Step 3: Communicate Back  

Throughout the year, showcase decisions you’ve made based on feedback. Even if you didn’t make a change, let employees know their input was heard and explain why you stayed the course. For example, “We didn’t change X this year, and here’s why,” or “We made a slight adjustment to X based on what we heard in the engagement survey.” 

There’s an old proverb that says, “If you want to go fast, go alone; if you want to go far, go together.” It’s one of my favorites, and it’s also the truth — your company will go far if you go there together, with everyone’s voice heard. Employee feedback is a powerful tool for building trust, improving engagement, and making better decisions. Listening and acting on what you hear can transform your organization, as well as your personal leadership style. I urge you to make 2026 the year you ask your people to speak up.  

KEYWORDS: employee behavior employee compensation employee management employee motivation employee performance employee satisfaction

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Julian scadden head shot

Julian Scadden is President and CEO of Nexstar Network, a member-owned organization headquartered in Bloomington, MN, serving over 700 independent Plumbing, HVAC, and Electrical home services companies since 1992. Nexstar’s mission is to help the world’s best tradespeople become the world’s best businesspeople. Follow Julian on LinkedIn here.  

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