When was the last time someone said to you the words: “Well done”? When was the last time you said it to someone else? Chris Budd – Illustration by Dan Murrell Phil Bray, who runs the Yardstick marketing agency, had a new recruit, aged in her early twenties. She produced something which Phil was really impressed with. He went to her and said: “Well done, this is a really good piece of work.” The new recruit looked at him in astonishment and then burst into tears.