Episode 604
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Welcome to Loan Officer Freedom, the #1 podcast in the country for loan officers, hosted by Carl White.
In this episode, Carl is joined by top-producing loan officer and team leader Sarah Cox, who breaks down her full 5 star client experience system and explains how she consistently turns borrowers into lifelong fans. Sarah shares how a simple Walt Disney quote on her desk sparked the idea for a client journey that feels thoughtful, tangible, and unforgettable in a world full of digital noise and lookalike lenders.
You’ll hear how she re-engineered every stage of the client path, from branded thank you postcards with QR-activated homebuyer guides, to glossy pre-approval packets that feel like a true milestone event, to sweet contract gifts, to a clear to close pizza box that creates excitement and earns glowing reviews. She even walks through the watercolor home magnets she gives at closing, a unique top-of-mind tool that stays on the client’s refrigerator long after move-in day.
Sarah and Carl also explore how these touchpoints spark more referrals, how she built the system so her whole team can use it, and how she’s using this experience strategy to book more agent appointments than ever before. She opens up about what she learned from major brands like Disney, Apple, and Coca-Cola, why she believes loan officers should invest 8 to 10 percent of gross revenue back into marketing, and how this shift is helping her team close more loans with less chasing.
If you want to separate yourself from every lender down the street and create a client journey that builds loyalty, referrals, and remarkable moments, Sarah’s blueprint will show you how to elevate your entire business and become the person of interest that borrowers and agents are drawn to.
Connect with Sarah and see how she runs her operation at StartWithSarah.com
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