Customers have concerns about obvious tipping requirements. There is a difference between advertising and sending coupons in the mail. Customers who have equipment concerns generally have concerns about exterior drive-throughs. You need to establish equipment standards as an association. You also need to communicate that equipment has changed in the last several years.
Signage is important.
Find a friend or a relative, someone unfamiliar with your facility and have them check out your property for you. See if they can find their way around. And take that information to heart. Display association insignia. Set up a consumer hot-line to answer concerns about equipment or safety.