You know what really grinds my gears?!

[Ryan T]

their brain can't get past the fact that 1) The client is using the product incorrectly and 2) neither the client nor the consultant understand what's happening behind the scenes except "lol magic"
3) by telling me that it "should" work this way, I'll magically make them a fix for it instead of them having to come to terms with their incorrect usage

Around these parts, we call this -1 for Customer Obsession.

The general principle here is if a customer thinks something should work a certain way, make it work that way. They shouldn't have to think about how the technology works or how it works for other people. They have a certain way they want to interact, so you make them happy. This can obviously be taken to obnoxious extreme, but things work much better when tech teams don't try and dictate how users should interact with a system.

I agree with Chris here, if the company is paying you to provide them a service or a program, your responsibility is to provide what they want. I come from the other side of the conversation though, I don't work in IT. A lot of it has to do with how you talk to people though. I don't call our IT staff and say "hey this should work this way," at least be professional about it, "hey, it'd make my life a lot easier if you could make X do Y" and I always get a response of "ok, give us a day or two and we'll make it happen."