Setting the Standard

If there was a word that customers and colleagues could agree on to describe Massey Services’ Thomas Detwyler, it would probably be consistent. Consistency also requires dedication, which the PCT 2025 Residential Technician of the Year has shown throughout his 13 years in the industry.

Before he became a star residential technician all those years ago, Detwyler was in between jobs and sending applications to a variety of companies. A pest control company called him and said they received his resume; however, Detwyler said he never sent one in. He still went in for an interview, and the rest became history.

For someone who accidentally entered the industry, Detwyler has held many roles: sales inspector, quality assurance manager, service manager, renewal inspector, pest technician and field trainer. The variety in his experience has earned Detwyler, who has worked at Massey Services in Augusta, Ga., for seven years, a unique skill set as a residential technician.

SEAL OF APPROVAL. General Manager Adam Taylor has known Detwyler since October 2023 when Massey Services acquired Horne’s Pest Control. Taylor quickly realized that Detwyler, who was performing residential quality assurance work at the time, had high standards for the services being done by the technicians; he meticulously checked their work.

“I saw right away that his high standards were going to be instilled in every technician before he was comfortable sending them out on their own,” Taylor said. “That’s the last step. He becomes the gatekeeper there. If they have his seal of approval, you’re good to go see our customers.”

Detwyler has become a reliable mentor at Massey Services. Not only does Detwyler check to make sure residential services are done to the highest integrated pest management (IPM) standards possible, but also, he teaches technicians how services need to be done.

“I’ve learned to listen to the customer and to treat people fairly in the field and with the utmost importance when I’m doing my job,” Detwyler said. “It’s helped me to be prompt and pay attention to detail, which is what I like to pass on to my fellow technicians here.”

HIGHLY RECOMMENDED. When Detwyler was being nominated for Residential Technician of the Year, Taylor called customers for their recommendations of Detwyler. They were quick to send in their testimonials (within 24 hours).

The reason Detwyler came so highly recommended for the award is because he values his customers and their safety and satisfaction above all else. One customer in Martinez, Ga., wrote that she runs a small childcare business out of her home and the children would “begin jumping with excitement when Mr. Thomas pulls up, gets out and starts putting on his coveralls, shoe covers and gloves.” When Detwyler arrives at people’s homes, they feel at ease, and, depending on the age of the customer, excited.

QUICK TO HELP. Detwyler also meets his customers where they are. There’s no customer above or below his services and care.

This past year, a Georgia Hospice center reached out to multiple pest control companies for their help because two elderly patients were being stung by fire ants. All the companies declined service, except for Massey Services, because Detwyler immediately, without hesitation, went to help. That same day, Detwyler showed up and solved the infestation issue without using any product. He raked back the foundation, strategically baited outside and sealed the entry points.

“I think something came up about pricing. I said, no, let’s just go out there and do that job for them,” Detwyler said. “We’ll come back, and we’ll follow up as long as we have to until we get that situation taken care of for them.”

Many don’t realize the ability for pest control professionals to support their communities outside of the typical services they provide. For people like Detwyler and Taylor, helping their communities, especially during a crisis, isn’t a requirement, but something they feel called to do.

After a hurricane hit Taylor’s service area, he described a scene where a “few thousand homes” had trees on top of them. The roads were also covered and blocked with debris. Taylor said Detwyler was one of three team members to spend a week clearing driveways, homes and roads.

“[Detwyler] doesn’t have a great stomach for watching me use a chainsaw though,” Taylor joked.

Instead of asking if he would get paid for the extra work, Detwyler asked what time they would get to work. “We helped our community,” Taylor added. “[Detwyler] was my wingman in that. I couldn’t expect other people to do that, but it’s nice to have the support.”

SOLUTION FOCUSED. For every call and every account Detwyler services, he brings a “can-do” attitude with him. When a challenging issue arises at a customer’s home, Detwyler finds the best solution, which is easier said than done. He also doesn’t keep his solutions and thoughts to himself — he walks the customer along with his thought process, gaining their trust.

Taylor treasures Detwyler’s ability to tackle issues head-on and consistently meet company and customer needs. While all of Detwyler’s characteristics and practices as a residential technician are impressive, they’re simply who he is.

Recently, Detwyler was awarded the Harvey L. Massey Award — the highest recognition a Massey Services team member can receive. While Detwyler was humbled by the award, what really keeps him motivated is helping customers. “[It’s] the satisfaction in their faces and them believing in you. I like knowing that I can make a difference for our customers and our team members,” he said. 

The author is assistant editor of PCT.