Doesn't Anyone Believe in Good Customer Service Anymore?

I had an experience yesterday that leads me to believe that good customer service is becoming a thing of the past. I had an appointment scheduled and when I showed up on time, I was told that it needed to be rescheduled because an item that was required for my appointment had not yet arrived. Why was I not told this at least one day before my appointment? I left my work, drove to their office, only to be told that someone tried to call me, when in fact they didn't. I don't know about you, but I consider this behavior from someone that I am paying to be totally unacceptable. It is things like this that make me strive for outstanding customer service in my own business. I know how I felt yesterday and I never want my customers to feel this way. More and more I am experiencing this type of behavior from businesses and most of them don't seem to care if the customer is treated poorly. Is this the norm? What are your expectations?