Mark Hall is the executive vice president of Atlanta Communities

Mark Hall, the executive vice president of Atlanta Communities, shares his 13 commandments for residential real estate agents:

1. Always use the terms “the buyer” and “the seller,” never “my buyer,” “my seller” or “my client.” Take no ownership.

2. Do not think for the people you represent – counsel, educate and assist, but do not think for them.

3. Answer your phone. It works both ways.

4. Words matter. Ask and seek clarification. Say what you mean. Mean what you say.

5. If you do not know what you’re talking about, do not talk.

6. If asked about things, formalize it and present it in writing. It cannot be casual.

7. Complex issues need to be discussed in emails, not texts. Insist on it.

8. In emails, ask for and seek clarification from clients and co-ops. Try to get a “yes” or “no” to your question to cover you and create a record.

9. Furthermore, follow the client’s instructions, and get the instructions in writing when things get complex. When it hits the fan, you will be glad you did.

10. Technology is not real estate; rather, it is just tech.

11. Be prepared for anything – things can and do happen. When they do (good or bad), it’s your fault.

12. Pay attention to the contract when everyone is trying to work something out. The contract matters if it cannot be worked out. Know what the contract says.

13. When it’s out of the ordinary, you need extraordinary help. Call your broker.

As the executive vice president of Atlanta Communities, Mark Hall leads more than 750 real estate professionals in such day-to-day tasks as sales, skill enhancements, support and consultations.