Nick Williamson serves as Director of Customer Care at Carriage Services, where he leads the company’s Passion for Service initiative—championing empathy, service excellence, and recovery strategies that create premier experiences for the families they serve. He believes that empathy is the foundation of understanding and delivering truly meaningful care.
Before joining the deathcare profession, Nick spent over 15 years in luxury hospitality, most notably with The Ritz-Carlton as Director of Operations. There, he contributed to maintaining multiple properties’ AAA Five-Diamond status and demonstrated how customer satisfaction and retention drive sustained revenue growth.
His guiding philosophy: “Empathy is the invisible infrastructure society forgot to build.”
Learning Lab: Excellence Without Compromise: Empathy, Leadership, and Service Standards in Funeral Care