Hi there. Could I get a large Americano, please?

I did actually think, well, is this actually my fault?

But Thompsons were kind of

integral in helping me to understand that it

actually wasn't my fault,

and it was actually Costa's

mismanagement of the situation.

So yeah, but there is part of me, because the point being,

why was I going to try and-- It was like David and Goliath,

about challenging Costa.

Who am I?

I'm just another customer.

So

Thompsons were brilliant in helping me to understand that, yeah, it

wasn't my fault at all,

and

the situation could've been changed dramatically.

When I was looking at previous clips of people that had been

successful here, and it's not about the money, it's about

people taking responsibility for their

non-actions and to make changes in their practice

so that it doesn't affect other people in the future.