What can racquet sports leaders learn from one of the world’s most admired service organizations?

In this episode of Racquet Fuel, hosts Kim Bastable and Simon Gale sit down with Holly Rivera, Chick-fil-A owner-operator in Orlando, to explore how one of the most recognizable brands in customer service develops leaders, builds intentional career pathways, and creates a culture where hospitality becomes a competitive advantage. From hiring for humility and soft skills to designing structured growth plans that start on day one, Holly shares how Chick-fil-A transforms part-time employees into future leaders through clear systems, personal investment, and purpose-driven leadership. Her insights offer a unique perspective for racquet sports directors, facility managers, and business owners seeking to improve staff retention, customer experience, and leadership development within their own organizations. This conversation matters for anyone building teams, managing people, or trying to create exceptional customer experiences. Whether you lead a club, operate a facility, or manage a growing business, you’ll gain practical strategies for developing talent, retaining staff, and building a service-first culture.

What You’ll Learn:

• Why hiring for character, humility, and soft skills often matters more than experience
• How structured career pathways improve retention and long-term employee growth
• Why leadership development should begin at orientation, not promotion
• How lateral growth opportunities can keep team members engaged without burnout
• The importance of promoting employees only after they’re already demonstrating leadership readiness
• How consistent retraining and coaching maintain elite service standards
• Why purpose-driven leadership helps teams make better decisions than fear-based management

Resources & Mentions:

Chick-fil-A Leadership Development Program— Competitive operator and corporate training system

Hosts:

Kim Bastable — Professor of Practice and UF Director of Racquet Sports Management
Simon Gale — USTA Senior Director of Racquet Sports Development

Guest:

Holly Rivera — Chick-fil-A Owner-Operator

Learn More & Get Certified:

Racquet Fuel is powered by the University of Florida’s Director of Racquet Sports Certificate Program, the industry’s leading education for current and aspiring racquets leaders. Explore our self-paced online courses and join the next generation of directors shaping the future of the game.

Learn more here:

Course 1: Facilities, Operations, Marketing & More — UF DORS 1
Course 2: Leadership, Management & Finance — UF DORS

- Course 1 completion is required for course 2

Discount Code:

Course 1: Facilities, Operations, Marketing & More: Use code “RF100” for $100 off

Inquiries:
Contact: UFDORS@ .ufl.edu

What if the future of racquet sports leadership depends not just on understanding the game, but on knowing how to tell its story, build belief, and lead through change?

In this episode of Racquet Fuel, hosts Kim Bastable and Simon Gale sit down with Ben Nichols, founder of Padel 22, to explore how communication, strategy, and storytelling are shaping the next chapter of racquet sports. With a background spanning Wimbledon, the Australian Open, Formula One, and global sport communications, Ben brings a wide-angle view to one of the industry’s fastest-growing conversations: how leaders should think about padel, pickleball, tennis, and the evolving racquets landscape.

This conversation matters for directors, coaches, club leaders, and anyone trying to navigate growth in a changing industry. Whether you are deciding whether to add a new sport, trying to influence boards or investors, or learning how to lead a team beyond on-court expertise, this episode offers practical insight on what modern racquet sports leadership requires.

What You’ll Learn:

• Why storytelling is no longer just a marketing skill, but a leadership skill
• How padel -- whether you pronounce it "pa-DEL" or "PAD-dle" -- is growing internationally and what that means for the U.S. market
• What directors should consider when balancing tennis, pickleball, and padel
• Why great coaches do not automatically become great business leaders
• How clubs can think more strategically about programming, pricing, and participation
• Why qualitative stories and quantitative data both matter when influencing decision-makers
• How racquet sports can create community, belonging, and long-term engagement
• Why the leaders who succeed next will be the ones looking ahead, not standing still

Resources & Mentions:

Padel 22 — Communications and storytelling consultancy focused entirely on padel
Playtomic — Global racquet sports booking and technology platform
Premier Padel — International professional padel tour
Hexagon Cup — Professional team padel competition
LTA — Lawn Tennis Association, the governing body for tennis and padel in Great Britain
U.S. Padel Association — National governing body supporting padel growth in the United States

Hosts:

Kim Bastable — Professor of Practice and UF Director of Racquet Sports Management
Simon Gale — USTA Senior Director of Racquet Sports Development

Guest:

Ben Nichols — Founder of Padel 22

Learn More & Get Certified:

Racquet Fuel is powered by the University of Florida’s Director of Racquet Sports Certificate Program, the industry’s leading education for current and aspiring racquets leaders. Explore our self-paced online courses and join the next generation of directors shaping the future of the game.

Learn more here:

Course 1: Facilities, Operations, Marketing & More — UF DORS 1
Course 2: Leadership, Management & Finance — UF DORS

- Course 1 completion is required for course 2

Discount Code:

Course 1: Facilities, Operations, Marketing & More: Use code “RF100” for $100 off

Inquiries:
Contact: UFDORS@hhp.ufl.edu

What does it take to build a successful tennis academy that not only develops players, but also develops people?

In this episode of Racquet Fuel, hosts Kim Bastable and Simon Gale speak with Tina Keown and Jack Glennane, directors of the Victorian Tennis Academy. Operating four venues and 24 courts just minutes from the Australian Open grounds, VTA has become one of Australia’s leading tennis organizations, earning multiple Tennis Australia awards along the way. Tina and Jack share how they’ve built a thriving multi-venue tennis business by focusing on people first. From implementing a seven-tier career pathway for coaches to shifting toward more sustainable employment models, they discuss how leadership, culture, and long-term thinking can help clubs retain great staff and deliver exceptional experiences for players. They also reflect on their own journeys from casual coaches to directors and the lessons learned while balancing leadership, operations, and growth.

This conversation matters for anyone managing a tennis program, leading a racquet sports department, or trying to create a sustainable coaching workforce. Whether you run a single facility or oversee multiple locations, you’ll gain practical insight into building strong teams, empowering staff, and evolving from working in the business to leading it strategically.

What You’ll Learn:

• Why hiring for values first helps build stronger coaching teams
• How creating a clear career pathway can turn coaching jobs into long-term professions
• Why the tennis industry often loses coaches to other industries—not competing clubs
• How owner-operators can balance day-to-day operations with long-term leadership
• The importance of empowering staff with ownership and leadership opportunities
• Why investing in professional development and education helps retain great coaches
• How diverse programming—from court hire to adult leagues—creates a more sustainable business model

Resources & Mentions:

• Victorian Tennis Academy — Multi-location tennis academy based in Melbourne, Australia
• Tennis Australia — Learn more about what Australia has to offer for the racquet sports world

Hosts:

• Kim Bastable — UF Director of Racquet Sports Education
• Simon Gale — USTA Leader & Facility Executive

Guests:

• Tina Keown — Director, Victorian Tennis Academy
• Jack Glennane — Director, Victorian Tennis Academy

Learn More & Get Certified:

Racquet Fuel is powered by the University of Florida’s Director of Racquet Sports Certificate Program, the industry’s leading education for current and aspiring racquets leaders. Explore our self-paced online courses and join the next generation of directors shaping the future of the game.

Learn more here:

Personal Brand Management for the Racquets Industry — UF PBM
Course 1: Facilities, Operations, Marketing & More — UF DORS 1
Course 2: Leadership, Management & Finance — UF DORS
- Course 1 completion is required for Course 2.

Discount Codes:

Personal Brand Management for the Racquets Industry: Use code “RF25” for $25 off

Course 1: Facilities, Operations, Marketing & More: Use code “RF100” for $100 off

Inquiries:

Contact: UFDORS@hhp.ufl.edu