How Sarah Cox Turns Loan Clients Into Raving Fans

Loan Officer Freedom

Carl White

Mortgagemarketinganimals, Business, Loanofficer, Getmoreloans, Freedom, Mortgage, Loanofficercoaching, Carlwhite, Education, How To

5 • 743 Ratings

🗓️ 8 December 2025

⏱️ 21 minutes

🔗️ Recording | iTunes | RSS

🧾️ Download transcript

Summary

Episode 604

Schedule a one-on-one free coaching call, click here or visit LoanOfficerStrategyCall.com.

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

Transcript

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0:00.0	So sitting here having a conversation with Ms. Sarah Cox, and I said, hold, I'm sitting here taking notes.
0:13.1	I said, wait, stop. Let me hit the record button. So tell me about this, what'd you call it, a five-star client experience.
0:20.1	I did, yeah. And so. Give me some background. like, what is this? Yeah, and where it came from, and this is sitting on my desk, and I bought this about five years ago, my first trip to Disney, and it says, if you can dream it, you could do it, and it's Walt Disney, a silhouette of Walt Disney holding Mickey Mouse's hand. And I think about Disney often. We go as often as we can, sometimes two times, three times a year. And it is so important to me because it sparks that imagination. And it sparks that experience and those memories and the feeling, all the things that Disney represented to me,
0:55.3	it means so much. And so having that on my desk, it just reminds me that it's about the experience.
1:02.5	It's about the feeling. It's about the nostalgia, all the emotions that come with having an
1:09.6	experience. And so we all know in our industry, there are so many loan officers.
1:15.0	There's so many, you know, other people down the street, I could probably have, you know,
1:19.5	in my neighborhood of 500 houses, there's probably eight or 10, maybe even more than that,
1:24.3	loan officers that live here.
1:26.2	But that doesn't change who I am.
1:29.9	That doesn't define me.
1:32.1	And it's about being different, not better.
1:35.9	And it's about differentiating ourselves.
1:38.6	I just finished listening to a better.
1:40.0	Well, no, you're better.
1:41.7	I'm just, you might be different. I'll give you that. You're better. You might be different.
1:45.0	I'll give you that.
1:46.1	You know, you're better.
1:47.7	Well, thank you.
1:48.6	Thank you.
1:49.0	Thank you.
1:49.2	Thank you.
	...

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