Jennifer Garland is a pioneering entrepreneur and the driving force behind Prestige Inc., a nationally acclaimed legal support services firm. As the founder, President, and CEO, Jennifer Garland has leveraged her experiences and insights from a diverse professional background to cultivate a company that stands at the forefront of the industry. Her journey began after her tenure as a paralegal at the Washington State Attorney General's office, where she contributed to high-stakes litigation, including a multi-state settlement valued at $25 billion. Motivated by her experiences, Jennifer Garland established Prestige Inc. in 2015, a venture that now boasts over 257,000 field agents and significant achievements in mass tort settlements. Today, we delve into Garland’s professional journey and glean insights from her experiences and leadership philosophy.
Professional Growth and Adaptability
What does your typical day look like, and how do you make it productive?
I delegate, otherwise I won’t get anything done. I am up around 5:15 to help get my six-year-old ready for school. His daddy or I take him, then I sit at my desk all day trying to get through about 500 emails while my phone rings off the hook and I attend 5-12 meetings. So, if I don’t delegate, then I won’t get anything done.
How do you stay informed about industry trends and emerging technologies?
I know everyone in the industry, and I talk to them regularly.
Can you recall a significant challenge or failure you faced and how you overcame it?
Every day brings new challenges; probably the hardest thing I have to deal with is chronic pain. I have fibromyalgia and have since I was a teenager. There are days when I hurt so bad I can barely breathe. I have made certain lifestyle and habit changes to help support my body, but also not allowing things to cause my emotional stress helps with the pain. Keeping my mind focused on positivity is another.
Leadership and Decision-Making
What is your approach to starting a new project?
I first have to decide which project I want to start because I come up with ten new ideas every day. So after bouncing ideas off my executive team, I decide the best person to manage the new project and I hand it off because I do not manage projects. I am too disorganized for that.
What is the toughest decision you've had to make in the last few months? What was the outcome?
All of the examples I can think of are things I am currently in the middle of, for instance, I had to decide whether to settle with a company and pay them or to tell them to take me to arbitration because they are in the wrong but they are a huge company. Another thing is to decide to outsource a part of my company and lay employees off. We are in the middle of that right now. I have to do what is right for the company and ultimately what is best for the majority of the team. If you have employees that are holding you back and not caring about your company the same way that you do, and therefore not respecting our core values, then you have to let them go.
Personal Insights and Inspirations
What was the worst job you ever had, and what did you learn from it?
Taco Bell. “If you have time to learn, you have time to clean.”
Tell us about a skill you taught yourself. How did you go about learning?
Typing and dictation. Practice, practice, practice.
What people in your life or career have had the greatest impact on you, and how?
My parents were both entrepreneurs from poor families. They worked hard, 6+ days a week. They really taught me about work ethic. And my favorite manager from more than 25 years ago, Dave Wilkerson from Prudential, taught me about the value of constructive feedback.
Achievements and Milestones
How do you measure success for yourself and Prestige Inc.?
Success for me is not just about financial gain, but about the impact we make. At Prestige Inc., success is measured by our ability to deliver exceptional service to our clients and the satisfaction and growth of our team members. It's also about innovation—identifying new ways to improve our services and maintain our leadership position in the legal support services domain.
What achievement are you most proud of in your career?
I’m proud of growing Prestige Inc. from a small startup into one of the leading firms in legal support services, with a growing client base and a dedicated team. The reputation we have built in mass tort settlements is a testament to our hard work and commitment to excellence. Seeing the tangible results of our efforts and the value we provide to our clients is incredibly rewarding.
Can you share a pivotal moment in your career that had a lasting impact?
A pivotal moment was when I realized the importance of adaptability and resilience. The legal industry is ever-evolving, and staying relevant requires continuous learning and adaptability. When Prestige Inc. first started, we faced numerous challenges, but each was a learning opportunity that strengthened our operations and helped us build a more robust business model.
Vision for the Future
What are your future goals for Prestige Inc.?
My vision for Prestige Inc. is to continue leading the way in the legal support industry by embracing innovation and technology. We aim to expand our services to reach a broader client base while maintaining the quality and integrity that define our brand. Additionally, we're focusing on integrating more sustainable practices in our operations to contribute positively to the community and environment.
How do you foresee the legal support services field evolving in the next decade?
The field is likely to become more technologically driven, with increased reliance on digital tools and automation. This evolution will necessitate a shift in skill sets for professionals, emphasizing the need for continuous learning. Legal support services will increasingly integrate artificial intelligence and machine learning to enhance efficiency and accuracy. I believe those who adapt to these changes will drive the industry's future.
Advice for Aspiring Leaders
What advice would you give to someone starting their own business in the legal support services field?
Be prepared for a challenging but rewarding journey. Stay committed to your vision, and don't be afraid to innovate. Building strong relationships and maintaining transparency with your clients and team are crucial. Also, never underestimate the power of a supportive network—surround yourself with individuals who believe in your vision and can offer constructive feedback.
What qualities do you think are essential for leadership in today’s business environment?
Resilience, adaptability, and empathy are key. A leader must be able to navigate change effectively, inspire their team, and lead with compassion. Understanding your team’s needs and fostering an inclusive environment where everyone feels valued is essential for driving success.
Conclusion
Jennifer Garland embodies the spirit of innovation and leadership in the legal support services industry. Her journey with Prestige Inc. is a testament to the power of vision, resilience, and dedicated leadership. Through her contributions, Jennifer Garland continues to shape the future of the industry, setting a standard for service excellence and strategic foresight. Her insights and experiences offer valuable lessons for aspiring entrepreneurs and established professionals alike.
