A lot of the time it is a conversation between what is desired and what is possible. Sometimes, what is requested is idiotically easy and what can be delivered is much greater. More usually, the customer simply needs their expectations to actually be grounded in reality. That's what "managing expectations" involves. Then it's a conversation between people who think they know what they want and people who have to make something happen. One sales guy I sometimes work with has been known to say that *he* doesn't remember how the database is structured because *we* know and can just tell him when he asks. :-/

Wade.