How are you expecting your staff will understand the priorities of your clients as well as the clients themselves? In other words, how do you know what question

How are you expecting your staff will understand the priorities of your clients as well as the clients themselves? In other words, how do you know what questions to ask, and whether they're important to the client? If this process requires extra guidance from the client up front, isn't it just easier to just make the phone calls yourself (like nickthemagicman suggested)?