What do you do when you do not know the answer?

Nobody knows everything across the range of systems a small business runs. The failure is not in not knowing. It is guessing confidently, or going silent for three days while quietly trying to work it out.

What you should get is "I do not know, here is how I am going to find out, and I will have something for you by Thursday." Then we research it, escalate it internally, or go to the vendor, and you hear back when we said you would.

If it turns out to be outside what we do at all, we will tell you that too and point you toward someone who does it well. That happens a few times a year and it has never cost us a client.