I don't disagree with you that there are end-users who are, shall we say, "difficult". That is the nature of having to work with a wide variety of different typ

I don't disagree with you that there are end-users who are, shall we say, "difficult". That is the nature of having to work with a wide variety of different types of people. That is one of those "unenviable" things that happen. As far as not being "problem domain experts", I have found that getting the co-operation of the "most-liked" and "most-expert" of your end-users in that area can be helpful as to getting most people on side to give you the best chance of gathering what you need. This is not necessarily an easy find as I have had to work with some who don't like to lose their "control" and that can be frustrating, to say the least. My original comment wasn't meant to say that getting end-users on side was going to be easy, sometimes it is and sometimes it isn't. But the reputational boost you get when you do, eases the next time something has to be done.