Methods for Managing Bad Reviews/Getting Good Reviews?

[Jessica Stringfield]

Hi! I'm new to the industry (4 mo.) but I'm about 5 years into my MKT/Comm/PR career. :) 

I work for a company that deals mainly with college students and as most of you know, Social Media is the chosen 'realm' in which the younger generation will BLAST companies if they are not satisfied. 

I'm all for freedom of speech but at times this can get out of control when we reasonable cannot do anything to solve the problem. I want to hear from others how they manage these kinds of reviews. We always respond in a kind, professional manner with resolution in mind...but what do you do when that person will never be satisfied? And how do you, on the flip side, encourage reviews from positive folks? I've tried a variety of things but I also want to hear your thoughts! 

Example: We may have a student sign a lease, late in the academic leasing season, for an apartment where there is a parking spot available BUT it's a block away (in an area where parking has always been a difficult issue). The tenant was aware of this...but now, a month later, the tenant's mother is upset that her daughter has to walk a block to her car and she blasted us in a Facebook review. Of course we worry about the safety of our tenants...but we can't physically move a parking place so that it's right outside of her door. It's a very congested, urban environment and all our other spaces are claimed by other renters who leased early and chose their spots promptly. 

All advice is appreciated. I've just been thanking folks for their feedback and enforcing the fact that we are indeed listening...but can I do more? I'm looking for creative solutions. :) Thanks!