Yes, I can see the 'I will make it up to you' statement can build expectations for something special. When the lady leaves it open like that, then the client's imagination can come up with all sorts of expectations that will likely not materialize. One legitimate expectation that hasn't been mentioned is that she should make it a priority not to cancel again on the make-up appointment. Life can get in the way ONCE and most good clients would go with the flow if treated pleasantly, but I think it may be reasonable to expect she would take measures to ensure life would not get in the way on the re-booked appointment (except for things like sudden emergency life-threatening situations). But if she cancels a second time because she forgot she had a hair appointment, then on the flake list she goes.
I also think it's valuable to distinguish between a cancellation and a no-show. While I agree that it would be very bad etiquette to cancel the make-up appointment, life really can get in the way of our best-laid (no pun intended) plans.
I am in communication with two individuals who have booked, and subsequently cancelled, appointments between 3-10 times already. Now, you might say, put these losers on your DNA (ie. do not answer, for the newbies) list.
While I don't like getting ready for an appointment that doesn't happen anymore than the next lady, these cancellations have come in at least 24-hours before the scheduled appointment time. One of the fellas is a repeat visitor, who has a complicated life. The other fella will be a newcomer, if he ever shows up.
For me, the confirmation means everything, and I have learned not to get ready until I receive that all-important call/text, letting me know that everything is going according to plan.
Also, if someone else requests that time-slot, and I say I'm busy, only to have the appointment cancelled, I will feel better if I at least checked with #2 caller to see if he'd like me to contact him, if I have a cancellation.
I've learned the hard way to be prepared for almost everything, and I'm sure you fellas have done your best to do so also. Sometimes, these situations are just unpredictable, and you gotta roll with it. But you would never catch me driving for 30-45 minutes without a confirmation call, nor getting all dolled up and making my apartment spic-and-span
in the hopes that __________ is actually dropping by when he said he would.
As a side note, for those gentlemen that want to call me from the office landline, and will not be able to confirm their arrival by cell phone, you surely can tell what a difficult situation this presents for a lady...please don't expect this from us. Get a freaking private cell, and figure it out!!!