I wish I had seen this article a couple of years ago. It might have saved me some grief on projects I’ve worked on. Joel Spolsky’s The Iceberg Secret, Revealed explains:
If there’s one thing every junior consultant needs to have injected into their head with a heavy duty 2500 RPM DeWalt Drill, it’s this: Customers Don’t Know What They Want. Stop Expecting Customers to Know What They Want. It’s just never going to happen. Get over it.