We have the same kind of issue as software engineers. Users come to use with solutions to their problems and want us to implement the solution. At that point the lazy path would be to just do that. If you have bad management, software engineers might even be punished for questioning the customers.

What you want instead is that the users just describe their problem, as unbiased as possible and with enough detail and then let the expert come up with an appropriate solution that solves the problem.

I try to do that as well when going to the doctor.