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Absolutely agree. Every person in IT should know their customers , who they are ,what they need and why what they do is important to the business. If you cant figure it out and articulate that to both the management and customer then its time to either learn or look for a new job. For a lot of us its self preservation. Respect is earned and its a two way street. Customers/Users should feel that you understand their needs are are willing and capable of helping them or that you can reasonably explain why you cant. Sometimes it helps to explain what would be required to do that. "computer says no" is career limiting/ending.