11. Escalate where necessary

Confidence includes knowing when to involve someone else.

If you do not know the answer:

1. Capture the question.
2. Confirm what the visitor needs.
3. Set a clear expectation.
4. Route to the right person.
5. Record the follow-up.

Example:

“I don’t want to guess on that. I’ll capture your question and connect you with the right technical person.”