1. Introduction

Self Mind Harvest (SMH) is a leading provider of sales and leadership training, committed to empowering individuals and organizations to generate, grow, and sustain revenues. In line with its mission, SMH partnered with Jijenge Micro Business Solutions, a microfinance institution serving the Western and Nyanza regions of Kenya, to design and deliver a comprehensive training program.

The project focused on equipping Jijenge staff with the skills, strategies, and mindset needed to improve debt collection efficiency, strengthen customer relationships, and enhance overall sales performance.

2. Background

About Jijenge Micro Business Solutions

Jijenge operates within the microfinance industry, providing financial solutions to small businesses and individuals across underserved regions. As the institution expanded, it faced challenges in:

• Effective debt recovery.
• Maintaining high-quality customer service.
• Enhancing staff communication and sales skills.
• Promoting a growth mindset and teamwork within teams.

About Self Mind Harvest (SMH)

SMH specializes in sales mastery, leadership development, and organizational performance training. Its approach integrates training needs assessments, experiential learning delivery, and post-training follow-up to ensure transfer of knowledge into workplace practice.

3. Project Objectives

The specific objectives of the Jijenge training project were to:

1. Strengthen Jijenge’s debt collection processes and effectiveness.
2. Equip staff with communication and customer service skills for improved client relations.
3. Enhance knowledge of sales psychology and personal branding.
4. Foster teamwork, collaboration, and a growth mindset across the organization.
5. Support Jijenge’s long-term sustainability through improved sales performance.

4. Duration

The training program was delivered over a period of three (3) months, through weekly training sessions in Western and Nyanza regions.

5. Methodology

SMH adopted a result-driven, participatory, and experiential training model:

• Training Needs Assessment (TNA): Identified staff skills gaps in debt collection, sales processes, customer service, and leadership.
• Customized Curriculum: Developed modules tailored to Jijenge’s operations and challenges.
• Training Delivery: Conducted through role plays, case studies, demonstrations, open discussions, and team-building activities to promote adult learning.
• Evaluation: Continuous reflection exercises, daily reviews, and end-of-course evaluations were used to measure progress and impact.
• Post-Training Follow-Up: Monitored application of skills in the workplace to ensure knowledge transfer and sustainability.

6. Training Modules Delivered

The following modules were designed and delivered to Jijenge staff:

• Debt Collection Strategies – Enhancing repayment rates and portfolio quality.
• Mapping the Sales Process – Streamlining client acquisition and retention.
• Effective Communication – Building trust and clarity in customer engagement.
• Customer Service Excellence – Creating loyalty and customer satisfaction.
• Psychology of Selling – Understanding customer behavior and decision-making.
• Personal Branding – Positioning staff as trusted financial advisors.
• Fixed vs. Growth Mindset – Shaping positive attitudes and adaptability.
• Teamwork and Team Building – Strengthening collaboration within teams.

7. Outcomes & Impact

The project delivered measurable outcomes for Jijenge, including:

• Improved debt collection performance, leading to reduced loan arrears.
• Increased staff confidence in communication and negotiation.
• Strengthened customer service culture, resulting in higher customer satisfaction.
• Adoption of a growth mindset, improving adaptability and resilience.
• Enhanced teamwork and cohesion, driving collaboration across departments.
• Improved sales conversion rates, supporting Jijenge’s long-term sustainability.

8. Lessons Learned

• Customized training aligned with organizational needs ensures maximum impact.
• Continuous evaluation and reflection foster stronger knowledge retention.
• Post-training follow-ups are critical in reinforcing learning and addressing implementation challenges.
• Team-building integrated with technical training enhances collaboration and long-term organizational culture change.

9. Conclusion

The SMH–Jijenge partnership successfully addressed key performance challenges in sales, debt collection, and customer service. By equipping staff with practical skills, fostering a growth mindset, and enhancing teamwork, the project laid a strong foundation for Jijenge’s continued growth and sustainability in the microfinance sector.

Self Mind Harvest remains committed to supporting Jijenge and other institutions in unlocking potential, achieving sales excellence, and cultivating exceptional leadership.