Work-related discussions in most HVACR engineering firms center around technical issues and problem-solving strategies. The firm's focus is on delivering its core services. And isn't that the way it should be, especially when the project deadline is three days away, drawings and specifications are incomplete, drafting is behind and the secretary is sick? After all, the client has insisted on a rock-bottom fee and time is money, so whatever time the firm devotes to the project should be spent on business, not on developing a personal relationship with the client. Right? Wrong!