1. The FIA code of conduct

2. How many clients does it take to establish a sound, profitable and sustainable business?

3. How many clients does it take to ruin all that effort?

4. Introduction FIA Code of conduct Setting new standards

5. 1.Professional introduction 2.Gathering client information 3.Agree on the service to be rendered 4.Conduct an analysis and prepare the proposal 5.Present the proposal 6.Agree on the product solution 7.Implement the proposal 8.Ongoing rendering of advisory and intermediary services The FIA Code of conduct

6. Trust Honesty Fairness Efficiency Consistency Professionalism Value for money Do you value?

7. FAIS General Code of conduct Setting minimum standards

8. Honestly Fairly Skill Care Diligence In the interest of the client Enhancing the integrity of the industry Human resources Operational ability Profitability The General Code?

9. Good to GreatJim Collins Great by ChoiceJim Collins The E-Myth RevisitedMichael E. Gerber The 21 irrefutable laws of leadershipJohn C. Maxwell 360° LeadershipJohn C. Maxwell The seven habits of highly effective peopleStephen R. Covey The Speed of TrustStephen MR Covey Smart TrustStephen MR Covey Mastering the world of sellingEric Taylor & David Riklan Value-Added SellingTom Reilly Winning New BusinessRichard Denny Ziglar on SellingZig Ziglar Your clients for lifeMitch Anthony The Snowball (Warren Buffett)Alice Schroeder Books on business

10. The speed of trust Stephen M.R. Covey TrustTransactionCost Berkshire Hathaway (Warren Buffet) & McLane Distribution from Walmart - A $23 Billion acquisition High trust

11. The FIA Code of conduct aims to set a professional standard of client interaction in the financial services industry. This code combines the values and processes that will guide financial service providers and their representatives to interact with clients professionally. Objective

12. Great by Choice by Jim Collins Research over the past 40 years Companies outperforming the Dow Jones X 10 SMaC –Specific –Methodical –Consistent Efficiency Profitability Process

13. FIA members will at all times interact with clients in the following manner: honestly, with integrity, fairly, with due skill, care, diligence, in the interests of clients, and to enhance the integrity of the financial services industry. Preamble

14. Trust Efficiency Professionalism Value for money Does it lead to?

15. FIA members will at all times employ: the resources, procedures; and appropriate technological systems that can reasonably be expected to render continuous quality service to clients. Service excellence

16. Trust Efficiency Profitability Professionalism Is the outcome?

17. FIA members will at all times act within the scope and spirit of the Acts of Parliament governing the specific business/product segment. Consider: Distrust, unprofessional behaviour and reputational damage, as an alternative. Play according to the rules

18. A comprehensive and professional introduction to clients FIA members will disclose in a comprehensive and professional manner to any prospective client who they are, who they represent and what services they are licenced or mandated to render. Step 1

19. Gather client information FIA members will, before making any recommendation of a financial nature to any client, obtain appropriate client information and seek to understand the client’s financial position, needs and objectives. Step 2

20. Gather client information In cases where clients request or instruct providers to render a particular financial service, FIA members will obtain appropriate client information to ensure that the request or instruction is implemented correctly.

21. Enter into a service agreement with the client FIA members will, on acceptance of a client request or instruction to offer any recommendation of a financial nature to the client, enter into a recorded client request, instruction or service agreement. Step 3

22. Conduct an analysis and prepare a client proposal FIA members will, before making any recommendation of a financial nature to any client, conduct an analysis and prepare a proposal or quotation that is appropriate in the circumstances and aimed at addressing the client’s needs or objectives whilst taking into account the client’s risk profile. Step 4

23. Present the proposal to the client FIA members will, when presenting a proposal or quotation to a client, take reasonable steps to ensure that the client understands it and that he/she is in a position to make an informed decision. Step 5

24. Enter into a Financial Service agreement with the client FIA members will, on acceptance by the client of any financial advice and/or intermediary service proposal, enter into a recorded contract with the client and ensure that the client is provided with a copy of such a contract. Step 6

25. Implement the agreement FIA members will, on acceptance of the financial service proposal, submit the product application/client instruction to the product supplier for acceptance and fulfilment of the contractual obligations. FIA members will ensure timeous confirmation of such instruction and ensure that the client is provided with written contractual documentation. Step 7

26. Render continuous financial services to the client FIA members will continue to render ongoing advice and intermediary services in accordance with any contractual arrangement between the parties and ensure that all enquiries, instructions or complaints are handled timeously and in a fair and professional manner. Step 8

27. In the event that an agreement is terminated between a provider and client, FIA members will record it in a fair and professional manner. Step 8

28. 1.Professional introduction 2.Gathering client information 3.Agree on the service to be rendered 4.Conduct an analysis and prepare the proposal 5.Present the proposal 6.Agree on the product solution 7.Implement the proposal 8.Ongoing rendering of advisory and intermediary services The FIA Code of conduct

29. Trust Honesty Fairness Efficiency Consistency Professionalism Value for money Is the outcome?

30. Questions