It was an innocent mistake, but the customer was ticked off anyway. A commercial client of PNC Bank had gotten in the mail a property/casualty insurance solicitation that greeted him by name-the wrong name.

He called and gave the bank a piece of his mind, said Susan Han Paul, the vice president who manages PNC's property/casualty business. Representatives of the Pittsburgh-based bank apologized to the customer, then called the insurance carrier to make sure it didn't repeat the mistake in future mailings.

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