Wandering in my mind

What has happened to the social use of the phrase "I'm sorry"? Why does it seem so many are ready to argue with you over nothing? Yesterday I spent my day at the pre-admission clinic in Calgary having assorted discussions and tests. The second last item was a visit with the anesthesiologist. After our visit was concluded I asked him what was next. He said just wait in this office, I'll tell the desk we're done and they will let you know where to go for your next appointment. There were magazines there, so I read while I waited. After around 45 minutes, I finally gathered up my stuff and went out to the desk where I explained I had been waiting (an hour at this point). The woman on the desk checked the board and said only labs were left, and why hadn't I just come to the desk? I said the doctor had said to wait in the room. This is where a simple "I'm sorry, we didn't realize you were waiting" would have been appropriate. Instead I get "I'm sure he didn't say that". So I had to spend even more time driving through rush hour traffic to get out of the city when I could have been out an hour earlier. Overall, it didn't really matter - I had the whole day to get this stuff done, so no big deal - it was the readiness to tell me I was wrong that I found puzzling.

It seems customer service and common courtesy have become rarities, and I am so surprised by them when they actually do happen. To all the people who do practise courtesy, thank you. I just wish it was more common.